I’ve been receiving more questions lately about work force management/optimization, so I accepted an invitation to attend a Genesys analyst event yesterday in San Francisco. There were about 30 analysts in attendance (Forrester, Gartner and Frost and Sullivan were all well represented). I’ve always given Genesys, a division of Alcatel-Lucent, a lot of credit for [...]
Archive for January, 2009
Live from the Genesys Analyst Conference
January 30, 2009Autonomy Acquires Interwoven: Long Term Implications for Search
January 27, 2009I’ve been stewing about Autonomy acquiring Interwoven for a week now. Full disclosure: neither company briefed me (both ignored my emails), so I am not saddled with any pesky facts in forming my opinion. And my opinion is that this inevitable merger is emblematic of several trends, none of which are good [...]
Announcing Recognized Innovator Award Categories for Spring 09
January 26, 20092009 is the SSPA’s 20th anniversary, and we are gearing up for our annual Spring conference, Technology Services World, to be held April 4-6 here in Silicon Valley. My favorite part of these events is our Recognized Innovator Awards, presented to technology partners for innovation in specific categories. This round of awards represents the first [...]
ClickSoftware’s New Release Radically Improves the Customer Experience
January 15, 2009When I speak with field service organizations, they often ask me how to improve customer satisfaction. My first response is always the same: give me a specific appointment time, not a window, and keep me updated on the arrival time. The usual response is: we can’t do that. So I was thrilled today to hear [...]
Live Webcast for India: 21 Jan at 4:30pm IST
January 15, 2009The first comment I always hear from our SSPA constituents in Asia/Pacific is: Why don’t you ever do webcasts in OUR time zone?
I’m happy to report that I will be presenting on a live webcast next Wednesday, 21 January, at 4:30 pm Indian ST. The webcast, The Strategic Role of Support: Improve Experience [...]
Consumer Electronics: Lessons Learned from eHoliday 08
January 9, 2009I am continually amazed at the amount and quality of data that is available on just about every topic, if you know where to look. A great example of this is my favorite web analytics vendor, Coremetrics, who regularly publishes click stream benchmark data about online retail. The Holiday 08 online shopping results [...]
What changes will customer support see in 2009? Vote now!
January 6, 2009Welcome to 2009! As my first post of the year, I wanted to take a poll to see what you think will impact customer service/tech support the most this year.
I think the top change drivers will be:
