Dovetail Software Blogs: CRM Dead Canaries in the Contact Center
“If
attrition rates are so high that half the workforce in a typical call
center quits, and if most people detest automated phone systems, how
can we improve the call center? Is the software too hard, or the
companies too uncaring?”
Corporate Portfolio Management blog begins…
“Corporate
Portfolio Management (CPM) – An increasingly important discipline. I
hope to share some of my experiences, insights, ideas and questions
about CPM through this blog, and more importantly, hope to encourage discussion amongst current and prospective practitioners of the CPM discipline.
“CPM
includes IT investments but also is a strategy & discipline that
can be utilized to optimize decisions related any area where an
organization is making discretionary investment including:
marketing/advertising & promotion, salesforce, IT,
R&D/innovation, capital expenditures, operations, etc. CPM looks at these discretionary projects but as investments which generate benefits – financial, strategic, risk, etc.”
Torvalds May Move to GPL 3 Due to Solaris
“Now, I’m going to go out on a limb and say that this is actually not going to stop GNU/Solaris being released. As a matter of fact, this should empower Sun and allow them to talk to the GNU/Linux world with the argument that ‘We are better, and Torvalds knows it.’ The days of GNU/Linux may in fact be numbered.”
Indian CIOs Look Offshore
“In
a bizarre twist, a research firm is recommending CIOs in India look to
Hong Kong and Singapore to avoid fighting for IT talent within their
own country.”
Gartner customer data mining Magic Quadrant author discusses best software and buying tips
”’What’s
confusing organizations is that there’s no single accepted
best-practice approach to doing customer data mining,’ Herschel said.
‘There are different types of vendors out there, each of whom has a
legitimate argument. The challenge for organizations is to understand
which of these valid arguments should weigh most heavily for them.’”
A success story: using SCRUM with a Chinese offshore team
“In fact, the development team uses an Agile development method called SCRUM and according to him, it renders the use of a tool like Ms Project obsolete.
“It works! The productivity is at its best and the developers over-motivated.”
The System Builder Drives IT Agility
“A
recent experience further reinforces my belief that there is one
central person who is key to making IT agility happen. That person is
the ‘system builder’. I’ve just finished a 30-Day Blitz with a team of
developers at a company and in this case that central person was a
manager and senior developer on the client’s IT staff. I coached him on
how to employ his talents to fill the role of system builder. He was
already good and he caught on fast; the business people really liked
the system he and his team delivered.”
