“None of this is to say that SaaS is a poor model. To the contrary, SaaS is booming precisely because it fills gaps that the longer range evolution of the cross-enterprise strategic vision can’t always fill in time. But it becomes apparent that deploying SaaS as a strategic move instead of a tactical (or the reverse) can result in failure.”
“With customer service excellence emerging as a core strategy for businesses worldwide, contact center decision makers are now under pressure to increase customer satisfaction and reduce costs at the same time, all while managing complex day-to-day operations.
“One of the most effective ways to further all of these challenging and sometimes conflicting objectives—service improvement, cost reduction and operational streamlining—is through the deployment of a virtual contact center.”
“fcSDK version 2.3.2 is now officially available. The big news in this release is that the fcSDK is now built on the .NET 2.0 framework. (fcSDK was previously built on .NET 1.1) There are also number of bug fixes in this release. The documentation details What’s New in this version.”
“The concepts that a Facilitator in OST must embrace are dramatically different from what most of us think of as facilitation. To make that clear, let me share a couple of quotes from Harrison Owen, creator of OST:
”’The unique and critical role of the facilitator in an Open Space event revolves around two functions: creating time and space and holding time and space.’
“When I first read this, my reaction was ‘say WHAT?’ And he follows with this…
”’Observably, in performance, this means doing less rather than more. Under the best of circumstances, the facilitator will be totally present and absolutely invisible.’
“Whew. Okay. Let’s explore this a little bit.”
“What is needed on a software development project are people who understand the nuances, the requirements, the underlying problems. If you think that you are building a pyramid, what you want are architects, not slaves.
“Of course, you need someone who is able to keep two pieces in their head at one time. That’s one of the advantages of hiring good people: they don’t necessarily need to build things that are twice as complicated: if they can keep twice as much in their head at one time, they can build related things without incurring the costs of splitting development between people.”
“I.T. departments that fail to address Web 2.0 are at the mercy of their users. Workgroups with technically savvy individuals will benefit, but workgroups or business units without a grasp of Web 2.0 will never know what they are missing, and will suffer against competitors who are able to leverage Web 2.0 tools to improve business processes.
“As a result of these challenges, enterprise I.T. shops are often reacting rather than leading on Web 2.0, trying to get a grip on applications and services brought into the enterprise by end users and business groups, rather than drafting an enterprise-wide strategy for Web 2.0 adoption.”
“This application of social networking comes in the nick of time if you ask me. Vendors need ways to better understand customers — not simply better ways to identify them — for the simple reason that customers often don’t know what they want or need until there is a solution. At that point customers wonder how they ever got along without a product like a better steam engine or that little thing that slips into your pocket and carries your music.”