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Avaya Lists 10 Communications Trends for 2010

December 30, 2009 Leave a comment

Excerpt From: http://www.xchangemag.com/articles/avaya-lists-10-communications-trends-for-2010,p2.html

In the past decade, a sea change has taken place in how voice and data communications are structured, delivered and used by businesses. Here are the top 10 areas Avaya Inc. executives expect to see action in 2010:

1. Regulatory mandated proactive communications. In an era of increasing regulation, proactive communications applications will automatically initiate contact with customers and guide interactions, in compliance with regulatory requirements. Under the Homeowner Modification Program in 2009, for example, Congress mandates that mortgage companies increase their proactive communications with borrowers.

2. Communications monitoring of employees across devices. Businesses, while still respecting privacy standards, will increasingly track phone calls, instant messages and e-mails of their employees to better predict work needs and behaviors. The communications industry will provide much more consistency across multimodal interfaces, whether through iPhones, standard telephones or the Web.

3. Social media and contact centers. Customers will initiate more company interactions via social media tools like Facebook. Basically any consumer with a laptop, desktop or Web phone will have richer multimedia experiences with contact center reps. Conversely, more businesses will embrace mining of the social network, capturing new opportunities to provide service, address issues and promote sales.

Read Full Article: http://www.xchangemag.com/articles/avaya-lists-10-communications-trends-for-2010.html

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Excited To Be Attending TEDxTO

September 8, 2009 Leave a comment

tedx_toronto_logo_en_CA

I was honoured to learn I received an invitation to attend the TEDxTO Conference (tedxto.com) that takes place September 10, 2009 in Toronto. There is going to be an amazing and diverse group of speakers at the conference (see http://www.tedxto.com/?q=node/2). If these speakers are of interest to you there are going to be venues setup across the city that will be broadcasting the conference- see website for more details.


Three Ways to Make Money on Facebook

April 3, 2009 Leave a comment

Excerpt from ecommerce-guide.com:

As Facebook’s popularity grows so does the number of third-party applications (called apps for short) that people can add to their profile.  Some Facebook revenue-generating apps let sellers advertise their items to Facebook friends and other people who use the application.  These types of buying and selling apps tend to be used less frequently as many people don’t want to sell items to Facebook friends.

Apps that help sellers connect with buyers from outside their own friend list continue to fuel money-making opportunities on Facebook.  Also, if you don’t have your own items to sell, you can still make money on Facebook using third-party apps to generate commission-based sales via referral programs.

Link: http://www.ecommerce-guide.com/solutions/advertising/article.php/3813226

TweetDeck Joins The Facebook Connect Army

March 16, 2009 Leave a comment

Over 90% of online merchants to add rich media and social networking functions in 2009

February 21, 2009 Leave a comment

Google Latitude (Social Network That Uses The GPS Position Of Your Mobile Phone)

February 6, 2009 Leave a comment

I installed Google Latitude today on my BlackBerry. This is a very impressive social networking application that integrates with Google Maps and lets you see the location of your friends and interact with them. This looks to be a building block for more targeted location based mobile advertising. From MediaPost.com:

 And while the service clearly aims to focus on social networking–connecting friends and family by sharing their whereabouts–the application could easily adopt mobile marketing applications that target users with special deals and ads at specific locations such as in front of Starbucks or McDonald’s as they drive or walk down the street.”

I can definitely see a role for call centers to play with this new type of advertising. Anyone clicking on a mobile ad would clearly be a demographic a business would want to target and give the most attention possible.  A great feature would be to have a call center live chat agent discuss  promotions a store was having, and give them a call to action like an additional 10% off item x if they made their purchase within a certain time frame.

Read more here:  http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=99727

How to Tap Into Social Media

January 25, 2009 Leave a comment