Qu'est-ce exactement que ‘l'argent mobile’ ? Nous connaissons tous la signification des mots ‘mobile’ et ‘argent’, mais que représentent-ils lorsqu'utilisés ensembles ?

With regularity, the dreaded message comes down from above: We need to take a good look at our expenses. If you are the “lucky” person responsible for the mobile telecommunications expenses, you know all too well that this exercise will take a lot of your time and that the results of your effort may or may not bear fruit. So what are you going to do? By Hans & Annelie Bergman, TelDesign

It’s true. The vast majority of organizations using social technologies are doing so for marketing and public relations purposes (a.k.a. ‘Consumer Social Media’). But many have discovered how to use these new pervasive tools to achieve business objectives such as saving money or making more of it using Enterprise Social Media.

Part 1 of this article appeared in InfoTelecom #5, published in March 2013. In Part 1, we identified and discussed a number of stages associated with the management of mobile expenses. Part 2 provides some further essential and detailed pointers for each stage of the process. These tips were gleaned from personal experience in this field, and will further assist you towards successfully managing your mobile communications expenses. By Hans & Annelie Bergman, TelDesign

Pour de nombreuses entreprises, la résolution au premier contact (RPC) est un indicateur clé de l’efficacité de leur centre de relations clientèle (CRC) ainsi qu’un excellent prédicteur de satisfaction et de loyauté du consommateur. Selon plusieurs analystes, l’accroissement de la RPC peut aider à réduire le volume de contacts à traiter et donc contribuer à la diminution des coûts d’opération du CRC.

Depuis quelques années, nous assistons à plusieurs changements structurels dans le service à la clientèle, le support technique et même le développement des ventes. Ceci est relié en grande partie à l’appropriation des nouveaux médias de communication par une communauté de clients informés qui font basculer les paradigmes sur les interactions entre l’individu et l’entreprise.

La compétition est féroce dans plusieurs secteurs et les entreprises luttent activement afin d’augmenter leurs parts de marché quand ce n’est pas pour les conserver tout simplement. Le consommateur d’aujourd’hui est de plus en plus exigeant et a beaucoup plus d’options lorsqu’il recherche un produit ou un service.

Quand vient le temps de concevoir un nouveau bâtiment commercial, il est important d’aviser l’architecte le plus tôt possible des paramètres architecturaux pour les espaces de télécommunications. Plus cette information sera transmise tôt dans le processus, plus il vous sera facile d’obtenir les espaces requis en termes de quantité, de localisation et de dimensions.

How can organizations continuously improve the delivery of their technology projects? One simple yet effective approach is to encourage capturing and applying the "Lessons Learned" from previous projects. By Tom Purdy, Project Prime

Hardly a day goes by without some major announcement on a new technology, tablet or smartphone. The marketing push is so great that you HAVE to get it! But let’s stay focused on the reality and not the hype.

Il semble que nous appartenions à une industrie qui ne cesse d’évoluer depuis ses tout premiers débuts. Le nouveau vent de changement qui frappe les centres de relation client peut donc, à première vue, passer pour une nouvelle mode plutôt qu’une vague de fond qui viendra transformer les centres de relation client en profondeur.

I recently attended an industry event hosted by the Community of Telecommunications Consultants (CTC) in Toronto. The value of the people in this organization was evident by the end of the first meeting. By Matthew Clulow, Clulow Associates

The video conference industry is a direct beneficiary of the visionary leadership of the Intelligent Community Forum. In July 2012, Google launched FIBERHOODS; a high-speed service in Kansas City that offers homeowners 1Gbps upload or download speeds for about 70$ per month. They are giving away the old 5Mbps service, for free.

Since the late 50s, the idea of running several programs in parallel has quickly gained in popularity. There was talk about time sharing, multiprogramming, etc. The idea was to have several programs cohabitate simultaneously, with each program having access to the same hardware, but not interfering with one another. Virtualization is very close to this concept. By Daniel Lajoie, Optcom

The old adage “if you make one customer unhappy he tells five friends” has to be revised in this age of social media. Jeff Bezos, CEO of Amazon, allegedly once said, "You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends". by Karl Hentschel, MCCS

Customer Relationship Management (CRM), as the name implies, is the management of a company’s relationships with its customers and is defined by Gartner as: “An enterprise-wide business strategy designed to optimize profitability, revenue and customer satisfaction by organizing the enterprise around customer segments, fostering customer-satisfying behaviors and linking processes from customers through suppliers.”

We are all familiar with the traditional way of training, what is often called ‘face-to-face’ or classroom training. Everyone gathers together in one place at a set time with a trainer who leads the session in-person. Well-prepared, well-organized and well-delivered, face-to-face training can be a great experience with excellent opportunities to interact, share expertise and learn from others, and it is the immediate, direct interaction that makes face-to-face training such a powerful method of learning. By Wendy Swan, Neotelis

My previous article ‘Mobile Money 101’, gave an overview of mobile money in its various forms – mobile banking, mobile payments, and mobile money person-to-person transfers and remittances. In this article, I want to focus in on a concept that is closely related to mobile money: the mobile wallet. By Wendy Swan, Neotelis

This article, the 3rd in my series on mobile money, will look at some of the ways in which mobile payments are being implemented. It will describe the category of mobile payments called remote mobile payments, where a consumer uses a mobile device to make a purchase without interacting with a physical Point of Sale (POS) system.

Many people think of mobile payments as being a payment which uses a mobile phone as a replacement for a credit or debit card. However, if you think about it a little differently, a mobile device can also replace another important part of the payment chain – the device that reads the card information, the Point of Sale (POS) terminal.