
Contact Center Pipeline Column
Navy 311: Contact Center Answers The Call Of Duty
Written by Paul StockfordMilitary members and veterans turn to the veteran agents at Navy 311 for help and answers. It's November once again, and, chances are, you are reading this column somewhere around Veteran's Day, which is the national holiday we celebrate on November 11th in honor of those who have served our country in the armed forces.
Sometimes even the simplest of acts in the contact center creates an instant hero. As we grow older, and more skeptical, finding heroes becomes a bit more difficult. Despite Gene and Roy's sparkling white teeth, crisply fringed white shirts, and polished boots with fancy tops, I eventually learned that most cowboys aren't like Gene and Roy after all.
Here, There And Everywhere: The Beatles And The Internet Of Everything
Written by Paul StockfordHiring and Retention – 20th Century Problem for the 21st Century
Written by Paul StockfordI admit I used to be a trade show junkie. I loved seeing all the new contact center products in one place and meeting with company executives that I rarely got to see otherwise. I met with customer service professionals from many different industries and never failed to learn something. It was time well spent.
From Social Media to Social Responsibility: Putting our Veterans to Work
Written by Paul StockfordFor the last two issues of this magazine I’ve harped on about Web 2.0, social media and social networking. As much as I like that stuff, it’s time to shift gears and talk about an issue that is the polar opposite of a discussion regarding the latest trendy software. In this issue I’m going to harp on about the contact center industry’s opportunity, and responsibility, to help our veterans get back to work.