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Collaboration in the Contact Center

October 20, 2010 at 2:00 am PST

New Tools for Customer Collaboration

How great is it that we now have the ability to broadcast our gripes to anyone that will listen and if we have enough creativity, we can even re-brand ourselves to great acclaim.  But how challenging is this for a business who may be making attempts to not only broadcast a message in these new ‘social media’ channels…but is also realizing that these are great listening posts as well?  There are lots of free tools for doing this but they are next to impossible to integrate into the customer service framework that has been built and perfected over the years.

The combination of challenges and opportunities available to us these days are not limited to social media. The root issue here is that our modes of communication, the channels if you will are shifting -- some of these are really taking root (video for instance) and others are either maturing (audio) or on the brink of acceptance (twitter/facebook).

Today’s show is about the tools you can employ to respond to this reality today AND set yourself up for success no matter which way these things may shift.

Tina Shakour, our TechWiseTV Collaboration Expert assembled a great set of topics and hands-on examples for us to dive into for this, Episode 76 -- ‘Collaboration in the Contact Center

Tina knows where to go for answers and she started at the top.

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Beyond the Virtualized Data Center

October 14, 2010 at 7:11 am PST

New Data Center Show Airing TODAY! (10-14-10 at 10 AM PST)

Its interesting to now be talking about moving ‘beyond’ with regards to virtualization.  Its been such a hot topic with such a wealth of new technology-new problems that reveal themselves only to be addressed in creative ways.

Welcome to the shownotes for our latest Data Center focused show…this one is a deep dive around multiple new technology announcements.  If for some reason you are just now reading this and have not watched the show…I encourage to you to check it out right away…these notes make much more sense in the context of of our video…Heres the teaser to get you started…

So what are the most intriguing items covered in this one?

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How to Listen

October 11, 2010 at 4:45 am PST

The ability for a business to effectively communicate with their customers in a manner that is supportive of HOW the customer communicates is changing rapidly these days.  Many people are happy communicating via phone while others have made a full on switch to social media platforms -- areas that may allow them to express themselves more fully to an audience that they have defined.   Many of us…may just like to hear ourselves talk.

The challenge for a business today  is how to listen.  If I complain or want to rant about a negative experience with your company, should I expect a response?

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Flexible Netflow

October 10, 2010 at 6:42 am PST

New podcast released on one of the newer enhancements you will want in your tool bag, Flexible NetFlow!

NetFlow has long been the gold standard for monitoring network traffic flows.  New enhancements, including the IP Flow Information Export (IPFIX) standard, have improved the process.

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NHL Fans: The Smartest Fans on the Planet

Despite some bizarre hockey fan habits, hats on ice, rats on ice, and octopi on ice, the NHL considers their fan base the smartest and most tech savvy in the world. BizWiseTV ventured out into the fan fest during the 2010 NHL Entry Draft to find out! Watch what hockey fans had to say about following their favorite sport.

Bizarre Hockey Fan Traditions:

Rats on Ice: Florida Panther’s fans started throwing plastic rats on the ice in 1996. During that year, Panthers’ winger, Scott Mellanby, jabbed and killed a rat running through the dressing room with his stick. He scored two goals that game and the tradition began.

Hats on Ice: Hockey fans everywhere celebrate a player scoring three goals in a game, which is called a hat trick, by throwing their hats onto the ice. A “natural hat trick” is when a player scores three goals in a row -- with no goals by the other team in between. By tradition, the hats are donated to charity.

Octopus On Ice: For nearly 50 years, hockey fans in Detroit have been throwing octopi on to the ice after a big win by the Red Wings. In 1996, the largest octopus thrown in Joe Louis Arena was 50 lbs. and rode the hood of the Zamboni in between periods.

Watch NHL, COO, John Collins share how technology enhances the fan experience.

What’s your favorite experience as a hockey fan?

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