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.

There's been holiday-hangover lag in getting my latest analysis posted on Exony's website, but that's been fixed now. Contributing to this is their site refresh, which I quite like - you be the judge.

Regarding service levels, my previous writeup focused more broadly on the topic, whereas this one takes a closer look at the implications when following the hosted or virtual model for running a contact center. I welcome you to give it a read here, and would love to hear your thoughts. Until then, I'm working now on my next topic in this space - outsourcing - so look for a new writeup on that very soon.