Rich Tehrani : Communications and Technology Blog - Tehrani.com
Rich Tehrani
CEO
| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

Call Center

Will Call Center Gamification Increase Productivity?

November 11, 2011



Recently I had a chance to speak with Oscar Giraldo and Ariel Cordiviola Palaia the CPO of Arcaris regarding his company’s new contact center performance management software named PLAYCALL which “gamifies” performance allowing agents to see how their performance ranks among others at the company. By utilizing KPIs set by the company, a worker can see their progress or lack thereof and can react accordingly. The company says its system will reduce turnover and it even has a widget which agents can look at to see progress.

Agents can also communicate with their supervisor and receive awards based on achievement.



Plantronics Headset Line Exudes UC Dominance

November 3, 2011

Recently I received a care package from Plantronics with a number of their headsets and other products and when I opened the box it served as a not so subtle reminder of just how dominant the company is. Back in 1982 when my company TMC (I am CEO) launched the first magazine in the call center space, Plantronics was one of the few companies in the market and almost 30 years later they have evolved into an organization delivering unified communications endpoints for virtually every segment of the market.

Blackwire C435

TMC Covering Cloud, 4G and Open-Source This Week

October 24, 2011

Quite often at industry events I hear people say they can’t believe how many events TMC goes to each year and moreover,  they ask just how many conferences we cover each year. I haven’t done the math but it’s a lot. But since I was thinking about it, I figured I would share our schedule this week… To me the amount of money a company invests into the markets they serve is an important part of being successful. In other words, in order to keep our readers and viewers informed, we have to be able to cover all the important conferences in the market.

Gary and Mary West: Improving Healthcare Through Disruption

October 19, 2011

For years, Americans have prospered like people in no other country on earth because our class-free society allowed virtually anyone with a good idea to launch a company, hire, prosper and keep the majority of the fruits of their labor. A competitive entrepreneurial culture further fostered an environment where successful businesspeople went from being entrepreneurs to serial entrepreneurs.

Even more impressive, so many of these successful businesspeople seem to reach a point in their career where they don’t feel satisfied helping society through their inventions and hiring, they want to focus on problems with society and fix them directly.

Such is the case with Gary and Mary West – two legends in the call center space as founders of West Corp. As you may know,in 1982 TMC launched the first magazine in the world in the call center space and at the time we called it Telemarketing (now Customer Interaction Solutions).

New Interactive Intelligence Quick Spin Cloud Contact Center Trial Portal

October 17, 2011

Coming off the first six months of 2011, Interactive Intelligence enjoyed cloud-based revenue growth numbers of 58% while orders increased a whopping 146% during the same period. Moreover, the cloud accounted for 26% of the company’s total new order dollar volume in the first half of 2011. Company CMO Joe Staples said the following to me in a meeting in New York, “We are seeing a huge shift towards the cloud.” He continued, “It is talked about in every single deal we are in.”

As a refresher – the company started selling a hosted solution in 2005 but relaunched its cloud-based communications as a service or CaaS solution in 2009.

The Turnover Epidemic and the Toll it Takes

September 23, 2011

As I look out at the technology landscape I find it surprising that replacements of marketing personnel whether initiated by the company or people resigning seems to be near an all-time high. As I have stated before, the job of marketers is tougher than ever – they have to deal with online and offline media, social, search, events, web seminars, community building, landing page creation, testing, email marketing, article writing, blogging and public relations on a daily basis. We are at the point where marketers should be injecting Red Bull into one arm while injecting Maalox into the other.

To make matters worse, the scrutiny marketers have to deal with is at an all-time high meaning investors, CXOs and presidents are demanding accountability for every cent of spending.

Benbria Evolves into Social CRM

September 22, 2011

Marketing has never been so complicated and social media has only taken something which was difficult and added levels of complexity. Recently at ITEXPO in Austin, Texas, TMC hosted its first CMO Summit and the consensus at the event was that complexity is out of control. How do I deal with the physical and virtual world while adequately communicating with customers the way they want to be contacted was a common theme.

At the expo I met with Andrea Baptiste President and CEO of Benbria, a company which got its start in the outbound notification space.

ITEXPO: 8x8 Buys Contactual

September 12, 2011

Breaking news from ITEXPO West 2011 in Austin, Texas.

Hosted communications, video and VoIP pioneer 8x8 has just purchased Contactual, formerly known as White Pajama. I have been visiting 8x8 for about 15 years and when you enter their HQ the first thing you notice is the patents hanging everywhere. They now have about 75 of them. After the tech bubble crash the company turned their leading-edge technology into a customer focused business which you could call a business Vonage.

Why Blocked AT&T, T-Mobile USA Deal is Good for Growth

August 31, 2011

Critics might say, in the history of M&A, it is difficult to recall one instance where more jobs were created as a result of two companies coming together. Yet this is the argument AT&T has been making for just less than three months after the merger announcement with AT&T and T-Mobile USA was announced. In part the argument was reinforced by the company's commitment to bring remote call center jobs back to the states.

Moreover, AT&T’s claim that this merger would be good for consumers is an interesting one as critics might say it is fairly easy to argue either side.

Is Your CRM a Bigger Disaster than Hurricane Irene?

August 26, 2011

Want successful CRM? Its the empathy, stupid.

A recent experience reminded me of the importance of handling customers well, especially in times of need. Case in point, I was scheduled to go to the Salesforce Dreamforce event next week and I should mention seeing Marc Benioff speak is one of my favorite things to do. He is passionate and enthusiastic and always on the leading edge.

But it became abundantly clear to me this morning that I am not going to be able to leave this Monday morning from a New York airport to get to San Francisco for the event because of Hurricane Irene.



Featured Events