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Mr. Spock Meets The Contact Center

One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only modest acting success before being cast as the half-human, half-Vulcan in 1964.

Among the many attributes Spock had, two relate to the modern contact center and customer experience paradigm.

Spock Logic 

First, Spock’s primary attribute was an extreme affinity for logic. No matter how far off the handle Captain Kirk had gone, he could always be counted on for a logical response to any situation  His almost robotic responses were cold, even if they were effective.

The tides are shifting in the contact center world in this regard.  Companies are revisiting the notion of scripted and tightly controlled customer conversations with contact center agents.  Since most of the calls, chats, and texts come into contact centers as exceptions after customers have attempted other business processes, it is imperative agents use positive language and more conversational approaches.  This is critical with customers who may be as “off the handle” as Captain Kirk could become!

The Human Focus

Second, Spock had an affinity for calling humans “carbon based units” Read More »

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Three Things I Learned at the OpenStack Summit: Day 4

  1. You should never admit that you don’t watch Star Trek.

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Additive Manufacturing: Is 3D Printing the Future?

It seems like something out of Star Trek. A “replicator” – something that can create any complex object from generic raw materials, such as powdered metal. Well, these replicators actually already exist, and they are called 3D printers. The process by which objects are created by 3D printers is called “additive manufacturing.”

If you’ve never seen additive manufacturing in action, then prepare to be impressed: Read More »

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Security Today – Magic or just a throwback to a 1960’s episode of Star Trek?

Stealing a quote from Arthur C. Clarke: “Any technology, sufficiently developed, is indistinguishable from magic”. Some people would certainly consider security these days as magic. Okay, so much for that reference, but what does Star Trek have to do with government and security, my typical topics. Star Trek, although mostly about exploration sure seemed to have a bit of a “Space Military” characteristic to it. Isn’t that what the Star Fleet was all about? (no offense intended, Capt. Kirk.)

Lately, I’ve been doing some research for a paper on the integration of physical and logical security (I did an initial paper that you can see here: Click on “The Necessity of Security”) and it dawned on me how very similar the technology of today is to the science fiction of the 1960’s, or in Mr. Clarke’s case, magic. So here is a synopsis of some of my observations. I’m sure there are more; please feel free to reply with what I’ve missed or your own favorites.

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