Welcome BusinessWeek Debate Room Visitors. I want to thank BusinessWeek for the opportunity to present a point of view on automating your call center (versus outsourcing it.) The discussion has certainly garnered a lot of comments.
www.businessweek.com/debateroom/archives/2008/11/stop_outsourcin.html

Nuance recently sponsored research with Yankee Research on the impact of the mobile device on care interactions. Here is a quick capture of analyst Sheryl Kingstone’s views after a presentation at Nuance’s Conversations event. A white paper on findings is forthcoming. Drop us a note at servingconsumers@nuance.com if you are interested in [...]

Today at the opening day of the Nuance Conversations 2008 event, there was much talk about the economy, the empowered consumer and mobility. Agent productivity, improved speech recognition, outbound messaging and caller authentication were mentioned by Steve Chambers (President of Nuance Mobility Division) in his address to customers as a means to drive both [...]

What role will customer experience - how your company interacts with customers - play in your company’s strategy in 2009? Increasingly, companies are starting to see customer care/customer experience as a “critical” part of business strategy. In a report released last February, Forrester stated that of the 287 leaders surveyed, 91% said that customer experience [...]

This week has been full ups and downs as you monitor the down and dare to watch the late night talk shows disect those disecting each other in Washington. Despite all the hot air moving ideas, opinions and economic direction on Wall Street - there is one thing that is constant - and that is [...]

In preparation for the Nuance customer event Conversations ‘08 https://www.conversations2008.com/controller.php?action=Default_Display - I’ve been talking to a lot of people interested in the impact of social media on brand and business.  Ben Popken, editor of The Consumerist www.consumerist.com will be joining us in a session at Conversations entitled “are they talking about you.” I was introduced to Ben through Paul Gillinwww.gillin.com who will moderate the [...]

Businessweek has an excellently written article about consumer vigilantes that lends validation to our warnings about the Care 2.0 world — it’s worth a quick read, if for no other reason then to laugh at the opening anecdotes.  The upshot is that more and more consumers are taking to Teh Intertubes to complain about incidents [...]

Earlier this week Dan and I had a generally awful travel experience on a major airline.  One of those “everything that can go wrong will” type of affairs, where you know it from the moment the first delay is posted that this flight is doomed.  A 5:45 departure became 6:15, 6:40, then 7:00, before the [...]

It’s official: there’s an (ahem) economic change coming and it might already be here. The sub-prime market, low consumer confidence, all the wrong indices trending down, employment rates, etc. And my left knee swelled up, which is a sure sign.
So what does that mean for the customer care segment? Here’s a discussion that won’t be [...]

Well I can’t vote and nor can my wife - neither of us are US citizens. But we are legal, so I think that means we’re not topical. However, none of that stopped Hillary Clinton from calling us more than twice to let us know that she was counting on our votes in the primaries [...]