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Recently by Kevin Zimmerman

September 30, 2008

Looking to the East

Well, it's been a fun couple of weeks on Wall Street, no? Was it really just a week ago that I blogged about the AIG fiasco?

There's plenty of blame to go around now for what could turn out to be, to borrow a phrase of Tom Brokaw's, the Greatest Depression. (What was so Great about the 1929 Depression, anyhow?) Depending on who's doing the talking, the fault for yesterday's failure to pass that $700 billion bailout can be attributed to the president's ongoing inability to convince anyone he's doing the right thing in any circumstance; to Nancy Pelosi's promise that new leadership in 2009 will solve these problems (yeesh, what a crackpot); or to the fact that the American public doesn't understand that the "bailout" is not, in fact, a bailout, but is an infusion of liquidity. (There; feel better?)

Personally, I don't think it helped when some Treasury Department spokeswoman told Forbes.com that the computing of the $700 billion sum was "not based on any particular data point. We just wanted to choose a really large number." What was that about new leadership again, Nancy?

Anyway, with all this sturm und drang going on, it's reasonable -- if not downright expected -- for companies to start panicking and burying their heads in the sand. But there's a glimmer of hope on the other side of the world, and it's the home of some 1.3 billion people.

Continue reading "Looking to the East" »

September 23, 2008

The Strength to Be ... Where?

There’s been a fair amount of comedic hay made lately out of AIG’s series of “The Strength To Be There” TV commercials. Still running last week as the insurance giant was imploding, the ads feature precocious kids worrying aloud about such topics as “risk management,” with their parents invoking AIG as a “nuff said” riposte. Each commercial ends with AIG’s tagline: “The strength to be there.”

Of course, AIG as we (and its shareholders) knew it is no longer there. Which got me to wondering: When should a company stop whistling past its own graveyard when problems arise, and address its customers’ concerns?

Continue reading "The Strength to Be ... Where?" »

September 16, 2008

Contact Center Yuks, With a Point

Let's face it: Contact centers have always been comedy gold. English majors of a certain age will fondly remember studying Aristophanes' seminal play What Was That Account Number Again?, while Baby Boomers still trade battered VHS copies of The Honeymooners episode "Let Me Route You to the Moon, Alice." And of course we all enjoyed the recent box-office smash Burn After Listening to An Endless Loop of "The Girl From Ipanema" While Being Regularly Reminded, "Your Call Is Very Important to Us."

Okay, so maybe your own call center experiences have been less Groucho than grouchy. Not Some Like It Hot so much as Some Like It Not. More Drears than Cheers. (Thanks, I'm here all week. Enjoy the veal, and don't forget to tip your waitress.)

But that's not to say there's no laughs to be had in this area, as Genesys has recently demonstrated.

Continue reading "Contact Center Yuks, With a Point" »

September 9, 2008

Speech Technology Keeps Moving Forward

One of the themes at last month's SpeechTek conference in Manhattan was that, economic downturn or not, the technology keeps making advances -- and, more importantly, companies in the field keep making money.

"We're in a position where companies still need to invest in the advancements being made," Michael Zirngibl, president and CEO of Angel.com, told me. "The industry at large is at a point where it's got all this customer data in hand; now we need to start using it."

Continue reading "Speech Technology Keeps Moving Forward" »

August 26, 2008

Netflix Gets It Right

We've all had unpleasant customer-service stories (and, at 1to1, we've certainly all blogged about them), but once in a while a company comes along that gets customer service right.

Today I've come to praise Netflix, not bury it.

Continue reading "Netflix Gets It Right" »