Contact Center Solutions Featured Article

RFID: Coming Soon to CRM Near You

January 02, 2008

One area First Coffee's going to start keeping more of an eye on in 2008 is RFID, radio frequency identification. Why? Oh, it's predicted to grow 20 percent between now and 2016 and we all know all tech analysts' predictions always come true. And that it can't grow at that ridiculous pace without some heavy CRM buy-in, either.

The CRM industry is slavering for exactly one thing -- more information on their customers. And that's exactly what RFID gives.

In the CIO "Hot Jobs" feature last month listing "RFID Engineer," it's noted that "applications for tracking technology are limitless, and more uses for RFID will be developed as chip prices decrease and standards are introduced." Interestingly, the "Desired Skills" include "in a retail environment, ERP, CRM, distribution and supply chain management experience strengthen candidates."

But mainly we're going to be keeping more of an eye on RFID because, friends, RFID is going to be keeping more of an eye on you.

As The Washington Post has reported, the American government will soon offer "passport cards" equipped with electronic data chips to US citizens who travel frequently between the United States and Canada, Mexico or the Caribbean. The cards are $45 and can't be used for air travel.

No, it's not exactly an RFID passport -- those cost $97 and contain a radio frequency chip that can only be read at a distance of three inches, the Post says. Plan opponent Ari Schwartz, deputy director of the Center for Democracy and Technology and a guy who knows how to turn an eye-catching soundbite, told the Post the problem with the card is that it uses a standard that wasn't meant to track people: "It's not made as an identity document. The technology they're using was designed to track goods -- pallets of toilet paper at Wal-Mart."

CRM baby, all the way.

----------

David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Today’s featured White Paper (News - Alert) is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!