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.

I've been writing a column for Exony over the past few months, and it's been a great opportunity to explore how IP and hosting are impacting the contact center.

My most recent thread has been about social media's role in the contact center, and the more research I do, the more layers keep peeling back. My most recent analysis is running now on Exony's site, and the theme is unintended consequences. I'll let you think about that for a moment, and hopefully your curiousity will be piqued. At that point, zip over to the site, give the article a read, and let me know your thoughts. Part 3 is coming soon!