A key focus for Contact Center Solutions community members is getting a better understanding of who owns the customer experience. My thoughts on the subject may surprise you. Here’s a hint: It is not who you think. And before getting to the industry news this week, two items on other topics that are top of mind are worth a look.
The first, Is Your Back Office Prepared?, highlights the topic of a recent webinar TMC moderated with Bay Bridge Networks on this important subject.
In the second, Best Practices in Choosing a Contact Center Solutionwebinar hosted by community host Interactive Intelligence that will feature presentations and comments from industry experts Interactive Intelligence CMO Joe Staples, Frost & Sullivan Principal Analyst Nancy Jamison, Gartner Research VP Drew Kraus, McGee-Smith Analytics founder and Principal Analyst Sheila McGee-Smith and Nemertes Research VP and Service Director, Irwin Lazar. , ContactCenterSolutions Contributor Tracey Schelmetic previews another important upcoming
At the top of the news was the significant speculation that Google is building a call center to support Nexus 7 customers.
In other developments:
First, I would urge you to view the video interview my colleague Rich Steeves did at the recently concluded ITEXPO Austin 2012 event, with Tim Passios, director of solutions marketing on contact center solutions and the cloud.
As is customary, I’d also like to recommend for your weekend reading all of the valuable resources available to you on the community including videos, whitepapers and podcasts of a variety of subjects. In particular, now would be a good time to go back and review the insights of our Ask The Experts section, where there are great items on remote agents and debunking the myths about hosted contact center solutions.
In addition, for more focused information, click over to the affiliated channels – Accounts Receivable Management, Business Process Automation, CaaS, Cloud-based Contact Centers and Insurance Technology. And once again based on its popularity, I also want to recommend the Editor’s Choice article, “The Cloud and You: Interactive Intelligence CaaS Quick Spin Makes Seeing Believing.”
Hopefully it will entice you to take the cloud out for a spin.