Sunday, 22 April 2012

Musings & Reflections

As we quickly approach the mid point of the year, I can't help looking back and reflecting upon my year thus far. Its been an exiting year for me so far, what with getting married (and being adopted into a Vietnamese family), starting a exciting new job (more about that another time) and meeting so many wonderfully dynamic Contact Centre professionals out here in South East Asia.

Below are a collection of some of my musings and article shares relevant to the Contact Centre world and of course what is always never far from my mind - WFM.


The forgotten but still important form of electronic customer contact - See full post goo.gl/hhb2P
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What best practice looks like for Social Media Planning?- See full post goo.gl/2sTtl
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Technology fixing a problem that should not exist in the first place - See full post goo.gl/kyIt1
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62 percent of UK consumers had cancelled some kind of service because of a poor telephone experience. Mitigate with robust WFM planning - See full post
goo.gl/L2B4J
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Are workforce management planners really just "number crunchers" and "excel jockey", well perhaps not it seems... - See full post goo.gl/2wbyG
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Should Social Media be owned by the contact centre? - See full post goo.gl/mXzA3
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