Chrome Already Tarnished

Chrome, Google's new browser, has not delivered a very shiny performance for me so far. In fact, it doesn't work. At all!

I eagerly installed Chrome as soon as it was available (after Google 'mistakenly' announced it a day ahead of its intended release), and all I have ever seen of it is the "Aw, snap!" error message.

I expected a lot better from Google, and this is a major disappointment.

Dialogic is the ONE!

Everyone knows that Dialogic is the defacto standard for call processing technology. Their "ONE EVENT" - which will occur October 20 to 22, 2008, in San Diego, California - is a great opportunity for call center folks to network with Dialogic executives and product specialists to gain technical knowledge, to obtain insights into technology transitions, and more.


Here are details for the event:
October 20 - 22, 2008
Location: San Diego, CA

The Hotel Del Coronado
1500 Orange Avenue,
Coronado, CA 92118
Registration Link

Save the Date for Avaya PDS Users Group Conference

Hey kids! The Avaya PDS User's Group is gearing up for their training summit and vendor expo coming in September.

My company will be there to inform Avaya PDS users how they can maximize their dialer and other technology investments through integration made possible by our software.

Hopefully soon I'll get a chance to interview one of the Avaya PDS Users Group board members and will publish a podcast. In the meantime, learn more about the event.

The Unified Desktop Isn't Just for Customer Service Agents

Contact centers are now beginning to realize the value of a single interface through which their various team members (agents, supervisors, executives, even IT) can do their jobs, or at least significant portions of their jobs. This single interface is known as the unified desktop, as I previously blogged.

The difference between my initial post and this new one is that previously I was focusing on the unified desktop solely for the agent - the person(s) interacting with the customer on a telephone call or via email or chat sessions. The unified desktop was a single, central place where data from disparate sources, and functionality from different systems, came together in an easy-to-use, recognizable screen that made customer interactions easier and faster to achieve.

I now realize that the unified desktop is really more like a unified interaction application which can be relevant for any and all users within a contact center operation. Supervisors can use this same interface, albeit with different capabilities based on their role as a supervisor, to perform their supervisory duties. Executives, too, should be able to use this same interface, again with information and capabilities that are specific to their user role and permissions. In this way, a well-developed unified desktop can provide a sort-of centralized operating system (OS) that literally allows everyone within a contact center to work within the same application.

More on this in future posts...

Contact Center Trends

CP Wire recently published an article outlining 10 trends in the contact center. They do a decent job of describing the activities of forward-thinking contact centers, and the ideas here are very similar to my own posts.