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A botched customer service interaction can be broadcast instantly on social media, and presto — that failure is scrolling across millions of devices around the world. If delivering consistently excellent service isn’t already a top priority for your customers, it had better become one, stat. And when it comes to customer relationships, no corner of the IT infrastructure is more important than the contact center. If this isn’t a core competency, a hosted contact center may be the best sale you make this year.
Michael Finneran is a principal at dBrn Associates, a full-service advisory firm specializing in wireless and mobility. Services include research, policy development, purchase analysis and security/technology assessment. Finneran has worked in the networking field for more than 30 years and has operated the practice since 1982. He has published numerous research reports and white papers, and has provided technical and market analysis on the full range of wireless technologies including Wi-Fi, cellular, WiMAX, fixed-mobile convergence and mobile unified communications (mUC).