Archive for August, 2009
Smart Call #68 – The geek show!
August 31st, 2009This episode of Smart Call gets geeky as we talk to two IT strategists.
But don’t worry that we are going to go all dry and technical on you! Instead, we have a fascinating presentation from Genesys’ G-Force about the future of customer service, from Bill Peer, a Vice President for Enterprise Architecture at the InterContinental [...]
Smart Call # 67 – The tail wagging the dog
August 19th, 2009This week’s show tackles a couple of long-held assumptions:
Contact centres are rightly an unloved and expensive enclave in most businesses
Offhsoring takes jobs from Australia
Many listeners’/readers’ will be just about to leap out of their chairs upon reading this pair of statements, because they just are not true and this week’s Smart Call proves it with [...]
Smart Call # 66 – Crowdsourced IVR hacking
August 3rd, 2009One of the big buzzwords in IT right now is “crowdsourcing,” the practise of harnessing “the wisdom of the crowd,” as represented by the millions of people online, to find the talent needed to solve problems.
Crowdsourcing is generally held to be a positive thing because it lets you tap into willing and clever people who [...]