Denis Pombriant

Your Call Center Agent Is an Untapped Resource

Before there were computers and email, there was office mail, and most large corporations had a mail department and mailroom. As anachronistic as it might sound, the mailroom was responsible for receiving every bit of mail that came into the company, sorting it, distributing...

“Deep Marketing” Engages Customers

Customer centricity, the voice of the customer and the customer experience are all ideas swirling around CRM today, and they have in common a need to find ways to more actively incorporate the customer into many customer-facing business processes. Social networking—or techniques associated with...

What’s New? Everyone in Your Business Can Finally Concentrate on the Customer

No one eventually becomes a CEO who has not already demonstrated the ability to think and act the part. My favorite analogy here is with baseball. Has anyone ever been sent to the big leagues without first demonstrating the ability to excel at the...

Was That a Tipping Point We Just Lived Through?

If I had to net out the year passing, I think I would go out on a limb and say it was an important tipping point. I know that's risky because tipping points are best seen in retrospect, with some necessary perspective, so it's...

Looking at 2005 Through the Rearview Mirror: Did I Make You Laugh?

Ever notice how year-end reviews and a pundit's previous forward-looking prognostications rarely synch up? Of course not! Analysts and pundits are great at predicting the future but lousy at coming back a year later to review how they did. Well, I'm different. I don't...

It’s Time To Make Call Center Agents Professionals

If you want to generate reliable revenue in the call center, consider professionalizing the position of call center agent. The call center agent's job is the latest in a long line of positions that started out as relatively menial work that became vital to...

Sales and Service: It’s Time for a Merger

The following article was originally written for Beagle Research. Professional courtesy, that's what I call it. It's the punch line to the question, "Why don't sharks eat lawyers?" It's also my reason for not criticizing other analysts in public. Besides, there's too much to write...

View It as a Revenue Center, Not a Cost Center

The following article was originally written for Beagle Research. Quite a few companies are offering solutions that provide automated customer service in one way or another. There is a lot to be said about this trend, and much of it is good. The days of…

Expect a Year Full of Opportunity and More Surprises

My greatest impression of the "Generally Accepted Accounting Principles" is that they are no help in planning or making predictions. Although it has been a while since I read an accounting text book, I seem to recall statements of assumptions like: "There will be...

New Posts