http://chriscrosby.net/blog Wed, 09 Jul 2008 17:37:43 +0000 http://backend.userland.com/rss092 en A big cheers to one of my favorite start-ups, DimDim (see blog post here). They just raised $6M in capital. Nice work guys. It demonstrates what's possible if you come to market with a viable product in the right niche and execute well.  These guys didn't come out of the ... http://chriscrosby.net/blog/2008/07/09/dimdim-gets-6m/ Here is a useful article for any software company considering using open source components in your applications. I can tell you from personal experience that if you think getting acquired is part of your exit strategy then you need to pay attention to what open source code may find its ... http://chriscrosby.net/blog/2008/07/08/start-ups-and-open-source/ 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 CenterShare This http://chriscrosby.net/blog/2008/06/25/speech/ 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 ... http://chriscrosby.net/blog/2008/06/10/the-heat-index/ I'm out at a customer site this week and overheard the following conversation from the Workforce Management Team:   The difference in customer experience between 93% Service Level and 100% Service Level is negligible. But the difference in staffing cost to us is huge.   Now, I'll spare you ... http://chriscrosby.net/blog/2008/05/29/service-level-vs-cost-vs-customer-experience/ 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 ... http://chriscrosby.net/blog/2008/04/07/company-to-watch-dimdim/ Last fall I participated again in the ICCM Canada Keynote Panel: 60 Ideas in 60 Minutes moderated by Paul Stockford from Saddletree Research. Dave Butler over at NACC recorded the session and has been distributing the ideas presented in his monthly newsletter. I keep promising him that I'll expand one ... http://chriscrosby.net/blog/2008/03/14/taking-out-the-report-garbage/ I'm sure most of you saw that Barack Obama raised a record $55 million in the month of February, so I won't regurgitate old news here. But what I find more interesting than the jaw dropping dollar amount, is how much of the fundraising activity is happening relatively under the ... http://chriscrosby.net/blog/2008/03/07/when-privacy-and-transparency-collide/ I came across a clever demonstration of Analytics from a Business Intelligence software provider called QlikView, and thought it worth sharing. Note- In an indirect way, Latigent competed with QlikView and I always admired their clever marketing campaigns. In this application of their analytics tool, they dumped radio airplay data ... http://chriscrosby.net/blog/2008/03/04/music-analytics/ I recently realized that February 13th, 2007 was the 17th anniversary of my first day on the job as an outbound telemarketer. That means I've officially been in contact centers for more than half my life. Scary, I know. What's even scarier is that some people reading this blog probably ... http://chriscrosby.net/blog/2008/03/03/the-more-things-change/