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As a call center manager, it’s important for you to understand who the most influential people are in the space.
With the sheer number of individuals talking about the contact center, and all the noise this generates, it can be really difficult to find the great ones to follow. So we’ve compiled a list to make it easier for you.
Congratulations to these 20 thought leaders who were selected because of their highly regarded knowledge in the contact center. Continue reading
In December, we published a list of Top Analysts Covering Contact Center Technology. Those folks are a terrific resource for following the rapidly evolving call center industry. In the same spirit, we are now publishing a list of top analysts covering the topics of customer service / customer experience.
The customer experience topic has a lot of overlap with contact centers, since a finely-tuned call center is essential for delivering a good customer experience. In fact, there is so much overlap that some analysts could have gone on either list; We did our best to segment them appropriately.
Here is the list, in alphabetical order. Continue reading
Time for the 3rd installment of our list of top analysts covering contact center technology!
Our industry is blessed with a large and engaged analyst community. What’s really awesome about these folks is how open they are. Just by following their blogs and tweets, you’ll get tremendous insight into the latest trends. (You’ll also get some entertaining arguments and witty exchanges.)
The community has both institutional analysts (working for Gartner, Forrester, etc.) and independents. The former have the budgets to do large studies, crunch the numbers and give us useful quantitative nuggets (“44% of US online consumers say they like having a chat invitation“, says Kate Legget), but often they pull their punches when it comes to specific predictions. That’s where the independents really shine: “WebRTC is the most important new communications technology of the decade“, says Dean Bubley, while Dave Michels says, “WebRTC is for losers“.
You will see some new faces, this year as the list has grown to 21. The growth is partly because we decided to expand the scope and include analysts that focus on adjacent spaces, like WebRTC. At the same time, we tried to maintain a balance between institutional and independent analysts. We would love to hear from you in the comments if you feel we’ve left someone out.
Congratulations to the 21 who were selected! Continue reading
If you want to keep up with the contact center industry, an important resource is the analyst community. A year ago we published our list of the top analysts who cover this space. Time for an update!
We have added 4 new people to the list: Dave Michels, Blair Pleasant, Tim Smith and Paul Stockford.
We have removed two people, not because we don’t like them (quite the opposite!), but because they have left the analyst game. Ian Jacobs is now at Genesys and Daniel Hong is now at 24/7.
Here is the updated list, in alphabetical order.
The call center is headed for major disruption. From smartphones to social media to the cloud, there are epic forces coming together to change an industry that has been relatively stagnant for the past decade. Since the call center is at its heart, the broader field of customer service will also be drastically impacted.
If you care about this topic, we sourced the top 12 analysts you should follow (in alphabetical order):
