Entries Categorized as 'Contact Center'
by Michael Maoz | May 15, 2013 | 2 Comments
Each April or May for the past 12 years we have published the Magic Quadrant for CRM Customer Service Contact Centers,” but this year we’ve dared to disturb the universe by replacing it with The Magic Quadrant for the CRM Customer Engagement Center. (If you are a Gartner client you can find it at http://www.gartner.com/document/2482521. The question my [...]
Category: Applications CIO Contact Center CRM Gamification Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | February 8, 2013 | 2 Comments
How do we like the productivity gains brought on by software and robotics so far? Whether it is retail, or manufacturing, or travel or hospitality, there is a lot of dislocation out there helped by automation. Put those together with cyclical economic pullbacks, and a segment like banking, for example, can really feel it: 150,000 [...]
Category: Applications Contact Center CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Tags:
by Michael Maoz | January 17, 2013 | 1 Comment
Whenever I am in a large European Call Center, or Contact Center, peering at the screens that the poor denizens or these neglected warrens face every day, I expect to look down at my wrist and see my grandfather’s 1965 Bulova Accutron Spaceview wristwatch. Now THAT was a cool watch. Quartz crystal!! And, yes, it [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Strategic Planning Vendor Contracts Tags:
by Michael Maoz | November 6, 2012 | Comments Off
How can anyone not thank J. J. Abrams and his Bad Robot Productions for creating “Revolution?” Watching it, oddly, creates a stream-of-consciousness thought that one of the character Flashbacks should be to one of the CRM platforms from one of the large enterprise application vendors. Over the past seven years only one new and scalable [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Strategic Planning Tags:
by Michael Maoz | October 2, 2012 | 1 Comment
Oracle OpenWorld (http://www.oracle.com/openworld/index.html) is happening right now. Wednesday through Friday are the big days for CRM practitioners, when the Oracle Customer Experience Summit will get going over at the St. Francis. Oracle also has the Oracle RightNow CX Cloud Service Knowledge Zone for partners working on their systems. The Dynamics CRM User Group (http://www.crmug.com/) is meeting [...]
Category: Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Software Strategic Planning Uncategorized Tags:
by Michael Maoz | September 24, 2012 | 3 Comments
Dreamforce last week was a great place to run into tens of thousands of people working on aspects of customer engagement. Some were in marketing, some in the Social Media area, others in sales and others in customer service. The event is covered by multiple bloggers around the United States and requires no remarks from [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Uncategorized Tags:
by Michael Maoz | September 19, 2012 | Comments Off
Dreamforce isn’t Woodstock, nor is it CBGB, the old Bleeker Street joint where, if you were lucky a long time ago you were introduced to Talking Heads. Nor is it exactly Billy Graham-style enthusiasm. But it is a bit of all of these experiences wrapped around a technology theme. If you are attending Dreamforce, or [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Uncategorized Tags:
by Michael Maoz | September 4, 2012 | 3 Comments
It would take Panglossian-scale optimism to say that the large enterprise application vendors or the consultancies that deploy their products are providing their clients a service in the CRM space for Customer Service contact centers. For all of the positioning, there is little fire for all of the smoke. With promises of new UIs and [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | August 8, 2012 | 1 Comment
Logical incrementalism is just about the most common pitfall to stymie innovation around the customer experience. The CIO, in an endeavour to make things better, cheaper and simpler, ties the company more deeply to a single vendor for each major application building block. Each incremental decision makes sense in the grander scheme: better integration, lower [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Vendor Contracts Tags:
by Michael Maoz | June 25, 2012 | 1 Comment
Many observers of the social media initiatives that have unfolded within global businesses would be forgiven for noting the similarities with the Science Fiction story, Flowers for Algernon. In this creepy story, a lab rat named Algernon has its brain manipulated and experiences rapid increases in intelligence. The experiment is then extended to a human, [...]
Category: CIO Contact Center CRM Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Strategic Planning Tags:
