tag:typepad.com,2003:weblog-1475814 2009-09-21T14:10:18-07:00 The purpose of this blog is twofold: (1) Provide an interactive forum for contact center customers, suppliers and consultants to collaborate on contemporary issues and opportunities, with an emphasis on, and appreciation for, the customer perspective (2) Cultivate a continual, collaborative learning environment for the more experienced contact center professional. WARNING: WHINING AND SELLING PROHIBITED. TypePad tag:typepad.com,2003:post-6a00e54f44649888340120a5dfc2e9970c 2009-09-21T14:10:18-07:00 2009-09-21T14:10:18-07:00

Moderated by: Jason Alley On Monday 9/14, Avaya announced it was selected to acquire Nortel Enterprise Solutions for $900 million and an additional $15 million associated with a Nortel employee retention program. The question is what will Avaya really get...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/ELTFIRSDQSo" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/09/is-avaya-throwing-900-million-good-dollars-after-bad-to-acquire-nortel.html tag:typepad.com,2003:post-6a00e54f44649888340120a558797c970b 2009-09-08T11:14:05-07:00 2009-09-29T11:58:49-07:00

Moderated by: Jason Alley Are you interested in how the contact center market evolved? Knowing, reviewing what events shaped the industry? When components of technology were delivered to market, in what order? When companies were formed and whose hands their...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/Zdu9fY0FJrg" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/09/contact-call-center-history-supplier-formation-and-consolidation.html tag:typepad.com,2003:post-6a00e54f44649888340120a59294fa970c 2009-09-01T02:06:04-07:00 2009-09-08T11:15:06-07:00

Moderated by: Jason Alley Just before my son’s first week of high school, I received and email announcing a special one-time event being put on by Tony Dungy (former head coach of the Super Bowl champion Indianapolis Colts) designed to...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/qMy8XC0rUZg" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/09/trade-shows-coming-to-a-theater-near-you.html tag:typepad.com,2003:post-6a00e54f44649888340120a52c0113970b 2009-08-28T13:19:30-07:00 2009-08-31T14:35:50-07:00

Moderated by: Jason Alley My father fired over a recent Businessweek.com article he ran across titled, “Call-Center Jobs That Pay $100K a Year.” This definitely caught my attention… The article highlights a case study of a U.S. based outsourcing company,...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/GXZtz3j7Zbs" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/08/call-center-agent-motivation-performance-100k-a-year-to-answer-phones.html tag:typepad.com,2003:post-6a00e54f44649888340120a50245bc970b 2009-08-18T15:09:35-07:00 2009-09-01T11:02:30-07:00

Moderated by: Jason Alley In 2006, a guy named Blake Mycoskie was traveling in Argentina and was struck by the fact that an overwhelming number of children did not have shoes to protect their feet. In an effort to make...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/KleWXTBL7nQ" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/08/toms-shoes-gives-a-whole-new-meaning-to-customer-care.html tag:typepad.com,2003:post-6a00e54f44649888340120a54bbcc2970c 2009-08-14T08:43:03-07:00 2009-08-31T14:33:44-07:00

Moderated by: Jason Alley The folks at Spanlink were gracious enough to reach out and offer additional color around questions raised in my previous post, I3 Cuts in on Spanlink/Cisco Dance? I spent some time Wednesday speaking with Spanlink's CEO,...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/wCmTJSXnN2g" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/08/spanlink-answers-questions-raised-about-i3-move.html tag:typepad.com,2003:post-6a00e54f44649888340120a5370863970c 2009-08-10T10:44:47-07:00 2009-08-31T14:33:00-07:00

Moderated by: Jason Alley Thursday morning a colleague of mine forwarded a press release announcing Interactive Intelligence (I3) and Spanlink Communications have signed a nationwide reseller agreement. It explained that, as an "Elite Partner," Spanlink will be authorized to sell,...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/8ecVpVfZMWI" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/08/i3-cuts-in-on-spanlinkcisco-dance.html tag:typepad.com,2003:post-6a00e54f44649888340115721cf362970b 2009-07-20T15:24:51-07:00 2009-09-18T16:38:15-07:00

Moderated by: Jason Alley, Vanguard Communications Today Avaya announced it intends to acquire Nortel’s enterprise solutions business for $475 Million. What does this mean? First, it means the end of an era. If the deal is approved, a familiar name...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/bVRNyIIn5jE" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/07/avaya-to-acquire-nortels-enterprise-solutions-business.html tag:typepad.com,2003:post-67678631 2009-06-05T08:46:39-07:00 2009-08-31T14:31:03-07:00

Moderated by: Elaine Cascio, Vanguard Communications Jeers to FedEx who left my urgent overnight package at the bottom of the drop box and then asked “What do you want us to do with it?” Cheers to Southwest Airlines who held...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/a_ftDYBFGvU" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/06/customer-service-cheers-and-jeers.html tag:typepad.com,2003:post-66745385 2009-05-13T16:30:03-07:00 2009-05-13T16:30:03-07:00

Moderated by: Jason Alley, Vanguard Communications According to a recent InformationWeek article, Nortel Intensifies Business Unit Breakup, that is the question Nortel executives are asking about different business units as they navigate through a dark chapter in the company’s history....<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/FUwv1nk6dFY" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/05/nortel-should-it-stay-or-should-it-go.html