Monthly Archives: March, 2011
New Survey Reveals Harsh Realities for Contact Centers
This week we announced new research that reveals some harsh realities for today’s contact center. The survey results indicate the biggest problems are caused by inefficient access to the information needed to solve customer issues, as data continues to proliferate beyond the traditional knowledge. Our survey was conducted in partnership with Omega Management Group – [...]
Enterprise Search – Thoughts on Organizational Impediments to a Full Implementation
I just read an excellent article by Michael Healey at InformationWeek titled, “Go Rogue with Enterprise Search”. In this article, Michael makes the point that a relatively small percentage of companies have implemented enterprise search, and that most of the companies who have implemented it have typically indexed only one or some of their sources. [...]
The “Intentional Approach” to Technology Adoption – Pt. 2
In my last blog post, I suggested that by analyzing our past projects, we can improve adoption of our future information systems (IS) projects. Three of my adoption observations are that: adoption is hindered when . . . use of the new technology is contrary to the kind of staff we need in our company, [...]
The ROI of Time in Customer Support Organizations
Have you ever sat down at your computer in the evening to do a little bit of research on the internet for some topic that is of interest to you, and then the next thing you know it is 1am in the morning? You’re astonished that you spent that much time searching, and you may [...]