The Call Center is Dead - Long Live the Contact Center

Posted December 10, 2012 by Chris Burgoyne / Industry Interviews, Customer Satisfaction, Strategy / 0 Comments

What's the future of the contact center as technologies change and customers evolve? We’ve asked the question before on this blog, and others have asked as well. The website Software Advice recently hosted a Google Plus debate called Will Technology Kill the Call Center?Representatives from IntelliResponse, Avaya Inc., Drumbi, and Etech Global Services  talked about how technology is changing the way customers get in touch with company call centers. These are questions we're fielding as well.  For the debate, they asked each of the panelists the following four questions: How have you seen consumer contact channel utilization change in the last decade? What role has technology… Learn More

Interview with ICMI’s Brad Cleveland

Posted June 22, 2012 by Chris Burgoyne / Industry Interviews, Mobile Applications, Strategy / 0 Comments Interview with ICMI’s Brad Cleveland

Welcome everyone once again to the latest installment of our series of conversations with industry leaders! Today we are speaking with Brad Cleveland, known globally as one of today’s foremost experts in customer strategy and management. He’s the former President of the International Customer Management Institute… Learn More

The Pharmaceutical Call Center According to CenterFirst

Posted February 23, 2012 by Chris Burgoyne / Industry Interviews, Contact Center Operations, Pharma / 0 Comments The Pharmaceutical Call Center According to CenterFirst

In the latest installment of our series of conversations with industry leaders, we’re speaking with Pete Guillot, President of CenterFirst.  CenterFirst started in 2004 with the “mission of providing deep expertise to help global pharmaceutical leaders maximize the value and ensure the… Learn More

Interview With Voxeo Labs on Cloud Telephony

Posted December 12, 2011 by Chris Burgoyne / Industry Interviews, IVR Platforms, Telco, Strategy / 0 Comments Interview With Voxeo Labs on Cloud Telephony

In the latest installment of our series of conversations with industry leaders, we’re speaking with Chris Matthieu, Director of Business Development at Voxeo Labs.  Voxeo is one of the recognized leaders in hosted telephony services.  We spoke to him specifically about Voxeo’s Tropo offering which… Learn More

A Talk with GM Voices

Posted November 1, 2011 by Chris Burgoyne / Industry Interviews, Consulting, Good IVR, Voice Interface, Strategy / 0 Comments A Talk with GM Voices

Part of evaluating IVR is knowing what makes a good IVR.  One obvious critically important component is the voice itself.  Recently, we were fortunate enough to have the chance to talk with with Marcus Graham, CEO of GM Voices. GM Voices is a leader in the Voice Talent space, giving voice to scores of IVRs and electronic devices. They’ve pioneered… Learn More

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