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Seth Godin has an interesting post about why your last impression with a customer is more important than the first (you know the old adage “you never get a second chance to make a first impression”). He’s right, and I thinks its really about making every interaction count across your organization. When you consistently deliver [...]
Continue Reading →OK, so the title is a bit overstated, but now that I have your attention: A couple months ago Google [quietly] released a hosted charting API. Albeit it lacks the sex appeal of their big splash products like GMail or Google Docs, it tapped my imagination. The basic concept is that your application passes [...]
Continue Reading →Well, WE DID IT!! As most of you know, on Sept. 27th Latigent entered into a definitive agreement to be acquired by Cisco Systems, Inc. (Press release here http://newsroom.cisco.com/dlls/2007/corp_092707.html ) I’m excited to say that last night we executed the final closing documents and officially turned over the keys. I’ve received a lot of [...]
Continue Reading →A few weeks ago, my wife Amy and I had the pleasure of meeting the newest addition to our family. My brother-in-law Jeff and his wife Pam welcomed thier new son Braden Scott Parma-Kelly to the world in Feb of this year. We couldn’t wait to meet the little fella, so we headed south to Austin, TX. Not having [...]
Continue Reading →I was recently asked by Call Center Magazine what I thought the difference between analytics and performance management is so I thought I’d post it here as well. Latigent defines Analytics as the process and enabling tools for root cause and trend isolation. This can range from call volume drivers, to customer segmentation, to agent performance. [...]
Continue Reading →Have you seen the Verizon commercial where the two guys download the 80′s tune “Rock the Casbah”, but instead of singing along to the correct lyrics they misinterpret them into something completely different? Over the course of the commercial they botch the chorus into “lock the cashbox” and “stop the cat box”, which takes a perfectly good rock song and makes it complete [...]
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