It never ceases to amaze me in 2010 that after entering my account/phone numbers into their phone sytem, the customer service agent still asks me for it. Sometimes more than once.

I know the technical reasons for it but 5 years ago, I said if we fixed just 10 seconds worth of duplicated effort in our contact centers we'd have the potential to save over $1bn in all the call centers collectively. Truth is, I've seen Contact Centers implement simple yet powerful automations to cut call times in half or even less. Call Center Administrators and CFO's often don't believe it's possible but it is and it's not even expensive. In some cases, call centers will find solutions can be implemented in days and weeks with payback in a few months.

Effectively, in the first year, its cost you nothing to save money, each and every year. So why doesn't every call center operations manger, CFO, VP etc jump at the chance to use this technology to save money - and a LOT of it! I often think, it's because these people just do not realize it's possible still. Well it is and it's easy and it's quick. That's why we started the Imagine the possibilities program http://imagine.openspan.com/) and I've been blogging about the growing use cases of this kind of technology that we help solve. What else are you seeing ? http://franciscarden.blogspot.com/