blog.corizon.com
Corizon Blog: Recognition
http://blog.corizon.com/2009/12/recognition.html
Friday, 11 December 2009. It’s always good to be recognized, and Corizon’s inclusion in the top 10 Contact Center Technologies. From Call Center Helper magazine is great feedback directly from the market. It is especially significant when you remember how varied and complex the contact center technology industry is. This provides another piece of tangible evidence of two changes that we’ve been seeing all year:. Posted by David Davies @ 10:25. Links to this post. Links to this post:. Edwin van der Sanden.
blog.corizon.com
Corizon Blog: Integrating Social CRM
http://blog.corizon.com/2010/05/integrating-social-crm.html
Friday, 14 May 2010. I agree with Harish Kotadia that Social CRM represents a huge opportunity for services companies. He has create a follow-up post. On how IT services companies can prepare for the opportunity covers some of the key steps to capitialise on these opportunities. Paraphrasing slightly, his recommendation is for organisations to. 1 - evaluate ways their clients can:. Integrate social media channels into websites. Include social media metrics in performance dashboards and SLAs. On this and ...
blog.corizon.com
Corizon Blog: Mondial Assurance – extending CTI for agents
http://blog.corizon.com/2010/04/mondial-assurance-extending-cti-for.html
Tuesday, 27 April 2010. Mondial Assurance extending CTI for agents. That Corizon has been chosen by Mondial UK to simplify its agent desktops. To quote from the press release. Apart from providing another proof point of the ROI on streamlining agent desktops, a couple of things seem to me to interesting about this solution. It provides a great example of one of the mashup patterns. We described a while ago in this blog Extending interaction management and CTI applications. Posted by David Davies @ 14:23.
blog.corizon.com
Corizon Blog: Billions of dollars lost to poor customer service
http://blog.corizon.com/2009/11/billions-of-dollars-lost-to-poor.html
Thursday, 19 November 2009. Billions of dollars lost to poor customer service. Interesting research from Genesys has just been published and is given a good write up in MyCustomer.com. By Stuart Lauchlan. First, I must say they deserve ‘la Palme d’Or’ for the highest number one can find in a customer service press release: $338.5bn! Having said that, I think it is interesting to quantify the actual costs resulting from underperforming customer service in this way. Where do the issues stem from?
blog.corizon.com
Corizon Blog: Data Ubiquity Threatening Usefulness of Enterprise 2.0
http://blog.corizon.com/2010/01/data-ubiquity-threatening-usefulness-of.html
Thursday, 14 January 2010. Data Ubiquity Threatening Usefulness of Enterprise 2.0. This blog post is co-written with Lee Provoost from the social business consulting firm Headshift and started over a bowl of porridge. If you have a couple of thousands of files, it's still quite manageable. However, if you work in a very knowledge-intensive organisation, three years of data might have accumulated into several hundreds of gigabytes of data. Good luck with that migration. Perhaps to your surprise, I'd argue...
blog.corizon.com
Corizon Blog: iPad: a return to web 1.0?
http://blog.corizon.com/2010/02/ipad-return-to-web-10.html
Friday, 12 February 2010. IPad: a return to web 1.0? Interesting comments from Jay Rosen. People will continue to create content. What it means though is a trend towards delivering fit for purpose applications and devices, a move away from "do it all, jack of all trade" devices and applications, so full of features it becomes almost impossible to use for all but a few specialists. What does this mean for the Enterprise? Posted by Eric Guilloteau @ 12:32. Links to this post. At 22 February 2010 at 06:36.
blog.corizon.com
Corizon Blog: Corizon introduction video
http://blog.corizon.com/2009/12/corizon-introduction-video.html
Monday, 21 December 2009. We've created a new video that provides an introduction to Corizon enterprise mashups and their use. Please check it out and let us know what you think. Posted by David Davies @ 09:12. Links to this post. At 21 December 2009 at 12:40. Very clear explaining Corizon. Links to this post:. Edwin van der Sanden. IT becoming more important to improve business eff. Allowing for the human element. The futility of call centre coaching (or why not e. Integrating applications for people.
blog.corizon.com
Corizon Blog: Poorly equipped agents: wasting my time
http://blog.corizon.com/2010/05/poorly-equipped-agents-wasting-my-time.html
Friday, 7 May 2010. Poorly equipped agents: wasting my time. Just took a call from my phone provider that reinforced how giving agents the tools to do their job can make a massive difference. The conversation went something like this. Hello, I’m just calling to make sure you are on the right tariff. Can I ask, what time of day do you make most calls, do you phone mobiles or overseas? Mainly call in the evenings, weekends. Phone Australia every few weeks, some mobile calls. I’m sure there are better examp...
