Independent analysis of the IP communications sector - VoIP, Mobile Broadband, IPTV, Unified Communications, Contact Center, Telepresence/Video, Collaboration, WebRTC, Social Media, etc. Plus, my thoughts on all the other things I enjoy during the rest of the day like the Red Sox and great music. And more recently, Smart Grid too!
Wednesday, March 16, 2011
Contact Center Analytics - Are We Doing Things Backwards?
My latest column is running now on Exony's website. This is a fairly new venture, and the overall focus is on the conatct center space, especially hosted operations. In this column I begin exploring analytics and whether existing approaches are focusing on the right things. It's running now on their site, and you can read it here, along with my earlier columns.
No comments:
Post a Comment