Author:  Jim Mitchell
I was walking around my home tonight thinking about how much I would enjoy living in a “smart house.”  You know, one of those houses where all electronics and appliances are remotely controlled.  I would love it if I could press a button as I walked through my front door and instruct my [...]

Author:  Jim Mitchell
During the past 25 years or so, I’ve visited thousands of customer sites and have seen countless predictive dialer implementations.  There has historically been one overriding commonality - dialers have been used to connect people to people; live agents to prospects and customers, and vice versa.  But things don’t always stay the same, [...]

Author:  Jim Mitchell
A few nights ago, a friend of mine – let’s call him “Joe” to protect his identity – had a problem with his DSL service.  Joe contacted his DSL provider, and spent an hour and a half on the phone with technical support.  That sounds like a lot of time (in this instance, my [...]