October 2006

You are browsing the archive for October 2006.

Hubble Reprieved

October 31, 2006

NASA announced today that it has reversed a previous (and insanely stupid, if I may editorialize on the matter) decision regarding the Hubble Space Telescope. The Telescope, which has thus far given us 16 years of the most breathtaking images of space, is in need of repair. NASA head Michael Griffin has countermanded his predecessor's decision and agreed to send a shuttle mission to repair the telescope to keep it operational until at least 2013, extending its expected life by at least four years. Good news for us space geeks.

http://www.cnn.com/2006/TECH/space/10/31/hubble.ap/index.html

TES

Burger King Parody

October 26, 2006

TMCnet contributing editor Johanne Torres pointed me toward this very funny parody clip on YouTube regarding Burger King and its fast-food outsourcing woes. It appears problems like this are becoming so rampant, jokes about them are becoming as universal as flatulence jokes or mother-in-law jokes. Make sure your sound is on.

http://youtube.com/watch?v=YR_-aMVQWZI&mode=related&search

TES

Posted in Call Center CRM

Saving Customers

October 25, 2006

Here's an interesting article from Forbes.com on the art and science of saving customers who would otherwise churn to a competitor.

http://www.forbes.com/2006/10/23/mckinsey-call-center-defense-biz-cx_ab_1024callcenter.html?partner=alerts

The article points out that many companies make the mistake of putting their best inbound agents on the "save desk." Inbound agents are used to following a script, not necessarily listening to the customer. What makes a skilled "save" agent is the ability to listen closely and carefully to determine what real solutions can be cost-effectively offered to keep that customer.

TES

Posted in Call Center CRM

Mobile CRM

October 12, 2006

What's mobile CRM? Basically, any high-quality customer management you can perform while not nailed to your chair. The American workforce is increasingly mobile (and we have the devices to prove it!) If both your customers and your employees are mobile, your CRM had better be light on its feet, as well.

Join me next Tuesday (October 17th) at 2:00 pm EST for a Webinar entitled, "Increase Sales Productivity and Revenue with Mobile CRM." The event is sponsored by Sage Software.

Posted in Call Center CRM

RightNow Names President Of Field Operations

October 9, 2006

RightNow Technologies announced today that Jay C. Rising has joined the company as President of Field Operations. Rising was most recently President of Automatic Data Processing's National Accounts Division. He is to replace Peter Dunning, who will remain with the company to assist with the transition as he pursues a CEO opportunity. TES

Posted in Call Center CRM

Calling All Teleservices Providers

October 6, 2006

Outsourced call center providers are invited to submit their information to be included in Customer Interaction Solution's magazine's November issue: Who's Who In Teleservices.

We'd like to know who you are, where you are and what kinds of services you provide. To be included in the listing, visit http://news.tmcnet.com/news/2006/09/01/1853448.htm.

TES

Posted in Call Center CRM

Outsourcer Owes Back Pay

October 4, 2006

An article that appeared today on the Fort Collins, Colorado-area news site The Coloradoan reports that Center Partners, Inc., a teleservices outsourcer based in Fort Collins, was ordered by the U.S. Department of Labor's Wage and Hour Division to pay 1,390 employees who worked overtime a total of $229,905.

The full article may be viewed here: http://www.coloradoan.com/apps/pbcs.dll/article?AID=/20061003/NEWS01/61003009.

TES

Posted in Call Center CRM

The Readerboard

October 2006

Hubble Reprieved

Burger King Parody

Saving Customers

Mobile CRM

RightNow Names President Of Field Operations

Calling All Teleservices Providers

Outsourcer Owes Back Pay