JAA'S Analyst Blog - Current Posts

Since the relaunch, JAA's traffic has been really growing, as is our following, and your support is greatly appreciated! For those who have signed up for the blog via RSS, we hope you continue following, and sharing with others is also appreciated.

You should also know that the majority of JAA's thought leadership is published on sites other than this blog, and the best way to follow my broader coverage is to subscribe to my monthly newsletter.

A short note for navigating this section - scroll below for the most recent posts, and then for more, click on the Blog Archive box, where you can view all of my posts, going back to the beginning in March 2005.

My latest column is running now on Exony's website. This is a fairly new venture, and the overall focus is on the conatct center space, especially hosted operations. In this column I begin exploring analytics and whether existing approaches are focusing on the right things. It's running now on their site, and you can read it here, along with my earlier columns.