Hurricane Sandy recently reminded us all how devastating a natural disaster can be. Sandy’s impact has proven to be more severe that originally predicted. From a business view-point (and I don’t mean to underplay the personal impact Sandy has had on individuals) the hurricane has left many companies with out access to their employees, resources … More Using the Cloud During a Natural Disaster
I recently read a great article published by BoostZone Institute and written by Dominique Turcq. I found the article so interesting I not only read the article but also spoke to its author. In the article Dominique Turcq described in a more clear sited way than anyone else I’ve personally met what the shift to BYOD … More The Fundamental Revolution Lying Beneath BYOD
Social media can be an important component to successfully virtualizing the workforce in the contact center. A “social” business environment can effectively increase collaboration, communication and productivity. I read another good article in CIO Insight today. “IT Management Slide Show: Ten Ways to Elevate Your Company’s Social-Business Profile” by Dennis McCafferty . The list is a good … More Social Media Within the Enterprise… 10 Ways to Ensure You’re Using it Right.
I just read a great article about in CIO Insight entitled “BYOD Taking the Enterprise by Story” by Don Reisinger . The story covers a recent study completed by CSC, “a company that delivers technology-enabled business solutions…” I wish the article dived deeper into the details of the study itself, but never the less the results are interesting. … More Bring Your Own Device (BYOD) is Taking Over
Because of a response I received to my last post about the cloud enhancing customer experience I realized a definition of “the cloud” may be helpful. The idea of the cloud is rather nebulous. On top of the confusion you have distinct kinds of clouds like private clouds. But, thanks to my friend, Steve Greenberg, … More What Do You Think “The Cloud” Is?
I spent last week at Dreamforce in San Francisco learning more about how Salesforce.com is enabling work anywhere on any device via the cloud. Without a doubt the cloud is or is going to be piece of the puzzle when looking at virtualizing your agents to the home or remote sites. It has become more evident … More The Cloud: Enabling Remote Agents to Provide a Better Customer Experience
I recently finished developing an ROI tool specifically designed to evaluate the return on investment of developing the right CRM solution for your organization. In this case I did it for a customer that had some specific revenue and cost saving goals in mind. The results were interesting. So, I though I’d relay the information … More What’s A CRM Worth
I just read an article in Campus Technology about Cal Poly’s 10 year experience with their CRM tool. The article is an interview of James Maraviglia, Associate Vice Provost of Marketing and Enrollment Development. What interested me the most is the unexpected impacts the CRM had on the business operation. The CRM “helped us navigate through… … More The CRM: the New “Brick and Mortar”
I thought this article in Fed UC about the South Korean government creating SmartWork Centers was interesting. It’s another example of government investing in infrastructure in a new way to accommodate and encourage a new way of working. The emergence of “SmartWork Centers” or communal workspaces or office hotels or whatever we’re calling them have … More South Korean Government Creating SmartWork Centers
OK…. So recently I was watching “The Big Bang Theory”… it’s a show my kids like to watch… really. Sheldon, the slightly autistic character, had decided that he no longer wanted to interact with the world and wanted to remain in the “cocoon” of his room until he figured out how to prolong his life … More Your Personal Work Robot… It’s Just Around the Corner