Latest posts
How Telecom Vendors Can Stay Relevant in a Changing Communications World
- 24 Mar 2013 10:09
- by Melanie Turek
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In what has become a fun annual event, I participated in the Locknote session at Enterprise Connect this week, and while several key topics were discussed, my favorite question was “Who are the winners and losers?” Everyone answered it a little differently, of course, but in my view, the clear winner at EC and going forward are the end users—you an...
Truly Unified Communications and Collaboration Technologies Still Not Mainstream
- 05 Feb 2013 16:55
- by Melanie Turek
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According to Frost & Sullivan’s 2012 IT Decision Makers’ View of the Enterprise Communications Evolution survey, awareness and usage of various communications and collaboration tools is increasing. The C-level executives who participated in the survey report the highest level of awareness and usage for instant messaging and conferencing (including ...
New eBook Targets Shift in Collaboration
- 12 Jan 2013 17:44
- by Melanie Turek
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One of the biggest shifts in business today is a steady move toward a virtual workplace, in which employees routinely work in locations that are different from those of their colleagues, managers, and direct reports—not to mention customers, partners and suppliers. Whether they are working from a remote office, home office, client site or the road,...
Cisco Collaboration Summit: The Highlights
- 26 Oct 2012 15:38
- by Melanie Turek
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I recently attended Cisco’s annual Collaboration Summit for analysts, consultants and partners. A lot of the content was heavy on marketing-speak, and light on new information. The truth is, the UC&C story hasn’t changed much over the past few years; the goal of unifying a quiver of communications capabilities and then delivering them to end users ...
[TWITTERCHAT] Social Media and the Enterprise: The Search for ROI
- 24 Apr 2012 12:53
- by Jake Wengroff
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I'm moderating a live Twitterchat with HP right now. Please search and follow the hashtag #HPESchat, or view the tweets below. ...
Three Social Media Lessons from Dell: It's Not All About Sales
- 02 Mar 2012 16:39
- by Jake Wengroff
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This blogpost was first published on Social Media Today. ============================= Opened with much fanfare in December 2010, the Social Media Listening Command Center inside the Dell campus in Round Rock, Texas, of which I received a personalized tour last week, provided for an interesting peek inside the social media operations of one of th...
Lotusphere 2012 Touts Social Business -- But What about Social Media?
- 20 Jan 2012 20:28
- by Jake Wengroff
- 1 comment
This blogpost first appeared on Social Media Today. ============================ Lotusphere, the large business conference produced by IBM, kicked off in Orlando, Florida this week. The term and evangelism behind ‘social business’ was everywhere – and palpable. According to keynote speaker Alistair Rennie, General Manager of IBM’s Collaboration ...
Can I Help You? Social Media Isn't Just for PR People
- 14 Jan 2011 12:40
- by Jake Wengroff
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Admit it: we’ve all taken out our aggressions on the airlines, restaurants, cable companies, and cell phone providers by posting something scathing on Facebook. But did you hear anything back? Companies continue to struggle with how and where social media fits in to their existing Contact Center and Customer Service operations. Every company re...
Reducing Agent Turnover in Contact Centers
- 10 Jan 2010 22:31
- by Ashwin Iyer
- 0 comments (Add comment)
Labor accounts for between 65% and 75% of the ongoing costs of running a contact center. But employee turnover is so high in the call center industry that much of that money is spent on repeated efforts to hire and train people who aren't right in the first place, and/or are managed ineffectively, resulting in high turnover.Contact center organizat...
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