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Taking the Long View on e-Books
Monday, July 15, 2002
Call Centers Represent Upstream Opportunity
James Robertson of Column Two has published some informative work on call centers over the last couple of days.Call centers are an emerging opportunity for Print Service Providers looking to move into upstream, value-added business. Already, if you call Microsoft's Certification & Training center, your call is answered by a Bertelsmann employee in Burbank, CA. If you call John Deere's dealer support line your call is answered by an employee at Midland Information Resources in Davenport, IA.
These companies handle the printing, inventory, and fulfillment tasks for training or parts manuals. It was a natural extension to begin handling the questions that go along with these products. A call center doesn't have to be a huge enterprise (Midland's has four employees), but running a call center is nothing like the printing business. It requires a whole new set of skills and understanding.
If you're interested in how call center management could fit into your business, or want to better understand the value proposition for such an operation, James' work is a good place to start.
Tog on call centers. Bruce Tognazzini (aka "Tog") has written an excellent piece about How Call Centers can Make or Break Companies. This talks about the value that a call centre call can add to the business as a whole.Interestingly, this is exactly what I wrote yesterday, when finalising the Powerpoint presentation for my talk at IIM 2002 on "Knowledge management for call centres".
For the record, these are the six advanced KM for call centres points at the end of my presentation:
(For more on this topic, see my full article.) [Column Two]
- Building 'communities of practice' within call centres
- Developing relationships between customers and the organisation
- Call centres as a strategic corporate asset
- Call centres as a source of innovation
- Incorporating call centre expertise into research and development teams
- Integrating training, usability testing and knowledge management
Terry Frazier at 12:00 AM
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Wednesday, July 10, 2002
Half-terrabyte of Storage for Under $4,500
Networkable storage for less than $10 per gig looks like pretty decent answer for big image databases.
IBM plans low-cost storage appliance. NAS 100 with close to half a terabyte of storage will support ATA [InfoWorld: Top News]
Terry Frazier at 12:00 AM
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Monday, July 8, 2002
Taking the Long View on e-Books
Jenny Levine at TSL certainly understands e-Books. I've seen a lot of money and effort get poured down the e-book drain in the hysterical hope that some paperless book revolution was going to make everybody rich. As usual both the naysayers and zealots are wrong. Jenny has her feet planted firmly in the middle, which is where we all belong.
Ebooks Don't Need To Fly Off Shelves. E-Books Not Exactly Flying Off The Shelves "But a couple of months ago, BookExpo America 2002 in New York was virtually devoid of e-book chatter. The two-year-old International eBook Award Foundation folded this year due to lack of funding -- and interest. About the only time you hear the topic mentioned in publishing circles these days is when this question comes up: Where have all the e-books gone?There are those in the industry who continue to emote about the e-book and prais... [The Shifted Librarian]
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