Barry Dalton
Barry Dalton
Telerx Marketing
Consumed by the pursuit of delightful service. Into all things customer loyalty and technology. My current mission is developing new service channels and the vision of the contact center of the future.
Tree Frogs and the Social Ecosystem
Ok, this post has nothing to do with tree frogs, biology or ecology. But, unlike Seth Godin, my brain only has a limited capacity...
Thoughts from the 1st Global Contact Forum
Last week, I attended, and was fortunate to speak at, the 1st Global Contact Forum, hosted by Instituto Mexicano de Teleservicos. The event drew...
Policy Killed The Video Star
You started video rentals back in Eighty FiveHome movie business really starts to grow and thriveI didn't care to get my tape, I had...
Too much of a good thing
The Olympic gold medal hockey game last week between Canada and the United States was among the most entertaining sporting events I've experienced in...
Who’s expectations are they anyway?
This is the second installment in a four part series of posts where we'll explore a simple performance management model for customer service called...
Alignment – the simple key to contact center performance management
This is the first installment in a series of posts where we'll explore a simple performance management model for customer service. The basic...
Hey Boss! Look at all the stuff I’m measuring!
Calls offered by half hour Calls answered by half hour Abandons by half hour Busies by half hour Calls blocked by half hour Average talk…
So employee satisfaction doesn’t matter?
Once again, inspiration for a blog post came from an unusual place. This time, it came to me from two tweets I read...
Hey Marketing! Take a Listen
Listen first. This is the key to successful social media engagement for the enterprise. No argument here. It makes perfect sense....
Tale of Two Surveys
It was the best of stays, it was the worst of stays. Well ok, not the absolute worst. There was that motel...