Blog: John Myers Subscribe to this blog's RSS feed!

John Myers

Hey all-

Welcome to my blog. The fine folks at the BeyeNETWORK™ have provided me with this forum to offer opinion and insight into the worlds of telcommunications (telecom) and business activity monitoring (BAM). But as with any blog, I am sure that we (yes we... since blogging is a "team sport"...) will explore other tangents that intersect the concepts of telecom and BAM.

In this world of "Crossfire" intellectual engagement (i.e. I yell louder therefore I win the argument), I will try to offer my opinion in a constructive manner. If I truly dislike a concept, I will do my best to offer an alternative as opposed to simply attempting to prove my point by disproving someone else's. I ask that people who post to this blog follow in my lead.

Let the games begin....

About the author >

John Myers, a senior analyst in the business intelligence (BI) practice at  Enterprise Management Associates (EMA). In this role, John delivers comprehensive coverage of the business intelligence and data warehouse industry with a focus on database management, data integration, data visualization, and process management solutions. Prior to joining EMA, John spent over ten years working with business analytics implementations associated with the telecommunications industry.

John may be contacted by email at JMyers@enterprisemanagement.com.

Editor's note: More telecom articles, resources, news and events are available in the BeyeNETWORK's Telecom Channel. Be sure to visit today!

First it was Sprint's customer care policies.... Now, we have a great example of Verizon's. Richard Mullins documents some of the issues associated with Verizon's Tampa Call Center.

I believe that all of these issues exist at some call centers. None of this information is new. However, the interesting part, to me, is the aspects associated with the FiOS up-selling and the customer care issues associated with the new technology. It appears that US providers of IPTV are not just having issues with truck-rolls and connecting users to the service. It also appears that billing those services properly is also having issues.

Again, I believe that these are areas where US-based IPTV vendors need to standardize their policies and procedures as well as their technology to properly serve these new markets.

Technorati Tags: , , , , ,


Posted April 14, 2008 8:00 AM
Permalink | No Comments |

Leave a comment

    
Search this blog
Categories ›
Archives ›
Recent Entries ›