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.

As my coverage of the contact center space continues via Exony, I'm addressing new themes that have a fundamental impact on this market. What I find interesting is how so much of this parallels what I see in telecom, and how IP is changing the way we do things.

My latest focus is on service levels, particularly around how conventional approaches really only address half of what goes into delivering a quality experience with customers. Lots to explore here, and Exony provides a great forum for me to explore these topics. My latest post is now running on their - new and improved - website, so please hop on over and let me know what you think.