Since the beginning of the year we’ve been hearing more buzz about gamification in the service center. While the buzz hasn’t yet reached the level surrounding “Social CRM,” it’s following some of the same patterns of confusion. Some in the industry claim that gamification will have agents delivering service through virtual worlds while others write about gamification in terms of [...]
For the past decade, the focus of CRM software vendors and implementers has been on increasing adoption for sales people and increasing efficiency for service workers. These are great goals but to a fault. Efficiency is critical in high volume contact centers but too much focus on efficiency can turn service center agents in automatons reading scripts, entering the [...]
Recently, I read a Huffington Post article that outlined 20 technology-driven trends that cover everything from the rapid growth of Big Data to social business and the gamification of training to visual communications. My first thought after reading this – wow, this list is long. Today’s IT landscape is filled with numerous technology trends [...]
We’ve been talking a lot about the consumerization of IT here at Avanade, including the results of our latest global survey that tackles company perspectives on the trend. Our CTO, Tyson Hartman, highlights some of the myths that our survey dispelled in Forbes this week. Here’s a quick excerpt of the story: “The tale [...]
I recently discussed the role of innovation in helping to differentiate and spur growth. And in my mind, an area of innovation that truly has game-changing impact is agility. Like the word “innovation,” agility is too often used as a buzzword, so what is agility and why is it important? The Oxford English Dictionary [...]
Pre-Internet Era The Information Technology (IT) landscape is constantly changing and evolving. Before the Internet and social networking, I relied heavily on computer publications like InfoWorld, Computerworld, Digital Review, Network World, PC Week, PC Magazine, PC World and the ever voluminous (400-600 pages) in-depth Byte magazine for information on the latest computer technologies. During [...]
Microsoft Kinect is a full-fledged phenomenon now. Not only was it the fastest selling new consumer gadget in history, but it’s now officially moved beyond gaming with the Kinect for Windows hardware and SDK. As of February 1st, the Kinect for Windows commercial license allows anyone to create new, innovative interfaces utilizing Kinect’s depth camera [...]
Today, I’m excited to announce Avanade’s latest global research findings addressing the impact of consumerization of IT. As we’ve heard from executives and IT departments of our customers, and as noted in the press, we found that there is a rapid shift in the way employees are using personal technology in the workplace. In fact, globally, [...]
The consumerization of IT market trend is considered by many to be a ‘nice to have’. The topic is frequently framed around employee freedom and democratization which yield soft benefits like employee satisfaction and retention. My take is that these are secondary benefits. Business users who have the flexibility to consume enterprise applications in [...]
We all would prefer to be the hero of our organization. Successfully executing an IT program can make you a superstar. But, if you don’t get it right, you could easily put your organization in financial dire straits. Successful programs can result in improved efficiencies and reduced overall costs, leading to combinations of increased top [...]
