Blog
Date: 09 March 2010 Author: Bob Dalton, CEOThey do say that all things come to those who wait....
For years now I have been regarded as somewhat of a Luddite, eschewing the more advanced forms of business interaction in favour of dangerous, radical, even slightly heretical methods such as looking people squarely in the eye and talking to them.
Desperate measures I know, but email can be so impersonal, and so dramatically open ... read more
Date: 02 February 2010 Author: Alan Pett. VP, Operations
Joining The Dots....
As Intact IS enters the final month of our Financial Year, the thoughts of my sales colleagues turn to hitting various numbers, and of our finance guys to all the "fun" they have to look forward to in closing the books on another successful 12 months for Intact. For me, as VP of Operations my thoughts have already turned to next year and, in ... read more
Date: 05 January 2010 Author: Bob Dalton, CEO
“Happy New Year”. “Gutes Neues Jahr”. “Sun nien fai lok”. “Feliz Ańo Nuevo”.
English, German, Mandarin and Spanish, just in case you were wondering.
OK, I hear you say, so it’s New Year, Bob, and you’ve learnt how to use Google to look up translations (clever lad), but your point is?
Well, the point is that despite the fact that 2009 seems to have hurtled past with even more rapidity than normal, the ... read more
Date: 01 December 2009 Author: Bob Dalton, CEO
Global support - sometimes you’ve got to think outside of the box
When we set up Intact Integrated Services five years ago, we knew we had a real opportunity to develop a new kind of service approach that could help overcome some of the service delivery barriers faced by customers of the more traditional global support offerings.
As we looked into the proposition, the more it seemed to make sense. First, develop ... read more
Date: 02 November 2009 Author: Tony Butler, Chief Technology Officer
Putting a value on the pre-sales process
As this is my first entry on the Intact blog, I thought I would highlight a topic that is a little more generic rather than focus on a specific technology issue.
Earlier this year while in Istanbul I noticed a beggar pause in his solicitations to take a call on his mobile phone. I was initially surprised, but should I have been? Based on the ... read more
Date: 25 September 2009 Author: Bob Dalton, CEO
Awards
Awards. All sections of industry and commerce, from the arts to IT, seem to have their own flavour of awards. On a regular basis we see in our industry a raft of medals, plaques and nifty statuettes handed out to grinning business leaders, the dinner jacket enjoying a rare outing.
So why do we do it, and is there any real value?
On one, ... read more
Date: 30 June 2009 Author: Bob Dalton, CEO
One of the inevitable questions that prospective customers ask us is “who are your main competitors?” A fair, and fairly straightforward, question you might think. In fact, not so easy to answer.
On the one hand, so varied is Intact’s portfolio of solutions, so wide ranging is our customer base in terms of their scale and the markets they ... read more
Date: 21 June 2009 Author: Bob Dalton, CEO
Management Objective: Making sure that your organisation can provide a more consistent customer contact approach
If you spend any length of time researching customer service in the UK, you could easily convince yourself that, as a nation of consumers, we’re always unhappy. Do a quick Google search, and the headlines tell the story: ‘UK customers are unhappy with Indian call centres’, ‘half of UK consumers are unhappy with their Internet provider’, ‘one in three ... read more
Date: 22 March 2009 Author: Bob Dalton, CEO
The devil's own game
OK. It’s official.
After refusing to be dragged into the Devil’s own game for several decades, I’ve finally got golf.
Those of you similarly afflicted will already be nodding sagely in a fraternal understanding of the world of challenge, frustration and occasional exultation that I’ve become ensnared in. And it is that occasional rush ... read more
Date: 06 March 2009 Author: Bob Dalton, CEO
De-Risking Unified Communications projects
Management Objective: Taking the risk out of Advanced Technology projects such as the implementation of Unified Communications within the customer contact environment
While some of the latest best practice standalone contact centre technology solutions can play a key role in helping to improve elements ... read more
Date: 16 January 2009 Author: Alan Pett
Leveraging standards and ITIL-based processes for increased differentiation
It used to be that attaining ISO 9001 Quality Management or ITIL IT Service Management certification was the preserve of the larger organisation, however many smaller IT solutions providers are now finding that customers are starting to demand these standards as a core requirement for doing business.
Alan Pett, Vice President of ... read more
Date: 20 November 2008 Author: Bob Dalton, CEO
Voice over IP with Obstacles
Why there are still problems
Voice over IP (VoIP) is the future; Companies with any sense can see the advantages a uniform infrastructure for data and voice communications can offer. Impressive cost savings with respect to equipment and administration support the convergence ... read more