Why the Next Call Center Agent You Speak to May Be Wearing Pajamas
/
Is Web Anonymity the New Black?
/
The Growing Popularity of Services like Whisper, SnapChat and Bitcoin
Little by little we’ve traded away of our right to privacy in exchange for a growing goodie box of tasty online treats. But a backlash against an ever-increasing invasion of privacy may be driving demand for a new breed of ephemeral application.
Read MoreMy Favorite (and Least Favorite) Tech Ads of the Holiday Season
/
Apple's "Misunderstood' vs Samsung's "Are You Geared Up"
Tech companies roll out a lot of advertisements during the holidays, hoping to cash in some of our joyful year-end spending. A couple of ads really caught my attention this year. One was fabulous while the other was either the worst tech ad of the year or a very clever parody of a tech ad trying to be bad to get us to talk about how incredibly bad it was.
Read MoreDoes WordPress Understand the Future of Work?
/
A Review of The Year Without Pants
The Year Without Pants by Scott Berkun is fascinating. Berkun, a former Microsoft program manager, does an incredible job of documenting the strengths and weaknesses of WordPress.com’s culture and organizational model. He also describes his team’s creative journey as they build social media features for bloggers and the popular “Jetpack” extension. It's not a guide for how to how to implement a work from home program. Rather, it describes from an insider’s perspective how WordPress.com has managed to build one of the most popular and highly trafficked web properties by pushing control into the hands of those who make the product. It’s also a book about the concept of work itself, demonstrating how work can be something of deep meaning and value rather than a source of dread and frustration.
Read MoreCustomer Care in a World Filled with Mobile Apps and 50 Billion Connected Devices
/
Day Two at Dreamforce
Today, Salesforce launched their new platform, Salesforce1, which unifies Force.com, Heroku and ExactTarget while providing new developer APIs and services designed to make building and selling mobile apps easier. In his keynote, CEO, Marc Benioff, described a world that was not just about thousands of new devices but about a future with 50 billion connected things, a world where everything from plane engines to toothbrushes are connected devices, all reporting data into your CRM. It’s an impressive vision, one that Salesforce is betting heavily on.
Whether you share a vision of an “Internet of Things” or not, there is no denying that we live in an increasing mobile world where consumers spend more and more of their time engaging with your business through mobile devices.
And that has to make you wonder, how the heck are you are going to support customers who are using all of those devices and apps?
Read MoreFour Ways to Make Your Call Center Run Like a Well Oiled Machine
/
Strategies for success from the ICMI Call Center Demo & Conference
Last week I had the honor of participating in a panel discussion (Beyond the Hype: A Real World Look at Cloud vs Premise Based Services) at the International Customer Management Institute’s conference in Atlanta. The packed event spanned three days and included call center tours and a variety of sessions filled with valuable information for contact center management.
Read MoreHow Storytelling Helped to Create a Billion Dollar Brand
/
As a product marketer, I am always looking for ways to cut through the clutter and reach my audience in a way that stands out. These days, the use of storytelling in marketing is all the rage. From TED presentations and keynotes to product advertisements and digital media, marketers now realize that it is more effective to tell a good story than it is to recite a long list of features and benefits.
Read More