Monday, 05 February 2018 09:26

WHAT WOULD MISS MANNERS SAY?

“Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.”

Monday, 08 January 2018 10:06

CONTACT CENTER 2018: A FIRESIDE CHAT

“The contact center has become a focal point of business intelligence.”

Monday, 04 December 2017 11:42

2018: THE TIMES THEY ARE A-CHANGIN’

“Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.”

“These are men and women who’ve sacrificed so much for our country, they deserve the dignity of work and financial stability for themselves and their families.”

“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.”

“The most significant awards are those that not everyone wins. That means the company that won the award has truly differentiated itself and has earned external validation for its product or service.”

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.”

“At some point in the not too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.”

I have to admit I was thrown for a bit of a loop when I got the news that Jim Demarest had passed away on Thursday, June 22nd.  Jim was an analyst relations (AR) guy for Nortel for many years, then for Avaya after they acquired what was left of Nortel in 2009.  It’s not like Jim and I were great friends or anything like that, more like business acquaintances.  But I always considered Jim to be one of the good guys in an industry vendor community that isn’t populated with as many really decent people as you might expect. 

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