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"Musings"
One reason I love the Call Center world is that it breeds into you a passion for goal attainment. Everyday when you walk in the door you have a clearly defined set of short-term and long range objectives that must be met. You come in every morning, review your plan over a cup of coffee, [...]
Continue Reading →Just read a great post from Seth Godin on “Boundaries.” He breaks the handling of obstacles into two basic categories: Rigid boundaries: What do you do when you hit a wall? Do you have a tantrum? Spend countless resources trying to scale the unscalable? Or do you accept reality and put your energy into something [...]
Continue Reading →I heard an interesting podcast the other day that described how Sam’s Club is going to save somewhere north of $20M a year in shipping and cooling costs by changing over to square milk cartons. What struck me about this wasn’t that Walmart is looking for ways to save money, but rather the significant impact [...]
Continue Reading →Speech Recognition is about identifying what people are speaking. Speech Analytics is about figuring out what people are saying. Technorati Tags: Speech Recognition,Speech Analytics,Chris Crosby. Call Center
Continue Reading →I noticed yesterday on weather.com that the temperature here in Boston was a lovely 92 degrees F, but the Heat Index reflected that it felt like 98 degrees F. This sent me on a tangent that I think is analogous for the call center. Can a customer interaction look like one thing to you, but [...]
Continue Reading →DimDim just announced a new version of their open source collaboration suite. Imagine WebEx or GoToMeeting, but thin-client and open source. These guys are the real deal. I spoke with them early on in their venture as I was looking at embedding collaboration into the Latigent BlueVue Architecture. Needless to say we got acquired so [...]
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