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

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!