Rethinking the Contact Center/2013 Greetings!

Been a pretty spotty few weeks for blogging, but I'm not alone on that front. Am slowly getting back into work mode - one gear at a time, but should be fully engaged next week. Sure hope your 2013 is off to a good start!

I can't complain - got a full plate of writing, a couple of new consulting engagements about to start, and some speaking/moderating spots at two conferences over the next few weeks. I'm also still active in smart grid, via my association with Zpryme Research, and we just kicked off a series of forecasts that are part of a broader premium service that covers the hottest topics in this space with an ongoing series of reports.

Speaking of conferences, one of those is ITExpo, less than a month away in Miami Beach - can't wait. I'll be moderating three panels there, and you'll be hearing more about that shortly. On that note, the current iteration of my Rethinking Communications column is running in TMC's flagship Internet Telephony magazine. I missed posting this earlier - it's been out a couple of weeks now - sorry about that.

Anyhow, the article is titled Rethinking the Contact Center, a topic I've been writing about a fair bit lately. The theme should be self-evident, and I'd love for you to give it a read and let me know if you're thinking about rethinking is similar to mine - or not.