Evolution of Chat and Email in the Contact Center Industry

Portals and KM

After writing a review on social media and emailing support, I was eventually able to resolve the issue in about 4 business days. Although my experience was not the best from inception, I felt confident in my ability to find a resolution via the email process. I definitely felt more comfortable with emailing the support team. is email the next wave of customer service support versus calling the toll-free customer support line?

Beng Effective with Email

Michael Sampson - Currents

Arne points to a Swedish company - EGBS - offering public courses on reducing email addiction: " The “stop mailing” training course does not focus on the stress factors, but rather on what you get out of your mailing. You will start thinking and behaving like a non emailer.

Email 136

A World Without Email – Year 3, Weeks 29 to 51 (The Email Starvation Continues…)

Elsua

Yes, indeed, the conclusion so far is that it *is* possible to live a corporate life without using work email! So far I am down to 17 emails received per week ! Yes, that’s a reduction of over 95% in my email traffic over the last three years !

Email 197

Life Without eMail – 5th Year Progress Report – The Community, The Movement

Elsua

Did I give up on giving up on corporate email? Did I get tired of it and moved back to email? To the point where it’s now evolved into what will be the next stage and my new focus area: Life Without eMail. A World Without eMail – Year 5 – Progress Report.

2013 192

Banning Email at Cisco

Michael Sampson - Currents

In an attempt to encourage staff to shift to new ways of communicating, Peter Hughes at Cisco has banned his staff from using email for broadcasting messages : “ Employees’ reliance on email as the primary mode of communication is hurting business productivity, according to an executive at one of the world’s biggest technology companies, Cisco. “Email has become abused.

2014 98

A World Without Email — Year 3, Weeks 19 to 23 (Breaking the Email Addiction)

Elsua

Has my weekly inbound email increased or decreased? Have I gone back to email after listening again to the sirens singing along ? After all of these years I can finally proclaim I have now, at long last, broken my email addiction !

Email 169

Have any other authors received this email?

Endless Knots

We hope you enjoyed receiving this email, but if you no longer wish to receive our emails please click here I just received this survey request but can''t figure out who "Publishing Research Group" is. The survey is benign but it appears they''re f(ph)ishing for authors.

2013 170

A World Without Email – Year 3, Weeks 1 to 8 (On Email Sanity by Zen Habits)

Elsua

Of course, I’m talking about living " A World Without Email ", the initiative I started about two years and two months ago, which I still keep going about, probably for a good while now, where I decided to give up on corporate email for good, Thinking Outside the Inbox.

Email 158

The Evolution of Email

Portals and KM

I first covered my friend Luis Suarez move away from email in 2008 – see Luis Suarez Frees Himself From E-Mail’s Grip and Much More.  Luis sates that he is not trying to get rid of email although but to reduce its power over our lives. I saw a study that found half of respondents checking their email in bed, starting at around 7:09 AM and 68% check email before 8 AM. 69% can’t go to sleep without checking email and 40% do so after 10 PM.

Email 100

Life Without eMail – Year 6, Weeks 1 to 20 – (Back to Basics)

Elsua

Well, that is the “moment” I have just been experiencing in the last 20 weeks of Year 6 of “ Life Without eMail ” culminating this week with something I thought I would never be able to see, say or talk about again. 99 emails!!

2013 164

No Email Reply? Don’t Let an Unanswered Email Get the Better of You

Leading Virtually

Such as when there’s no reply to our emails. We don’t care as much when our email to a company’s customer service is unanswered but when we send it to someone we know or an individual we are trying to establish contact with, not receiving a reply leaves us unsettled.

Email 64

A World Without Email - Year 2, Week 10 (Is Email Really Dead?)

Elsua

So, what happened last week then, you may be wondering, with regards to my weekly progress report on giving up email at work, right? Well, it looks like things are becoming steadier by the week and may have settled down around the barrier of the 25 emails received per week thus far.

Email 151

Is Email Killing Collaboration?

Michael Sampson - Currents

Dan ran some workshops in New Zealand recently to investigate whether email is killing collaboration : " There’s a lot of talk about alternatives to email. They’re using email. We use email because everyone uses email. And email is fantastic for one to one communication. So when you start using email to collaborate in groups of 3, 4 or 5, it hurts. Meanwhile the use of email keeps growing. Email is widely used for many-to-many communication.

Email 89

"Getting off the email hamster wheel"

Endless Knots

We all complain about email but who does anything about it? which prompts me to post this single slide about how to radically improve your use of email. All meeting requests have Subject, Location, and Time (provided by the email client — e.g. Outlook, Notes, etc.)

Email 116

Green Chameleon » Email is Dead?

Green Chameleon

www.straitsknowledge.com blog articles how-to guides events publications book videos about Email is Dead? He’s been posting on the mortality of email , which pleases me. Dave Snowden has been talking about “email detox&# for years. Now back to my email backlog.

Email 130

A World Without Email - Year 2, Weeks 2 to 5 (Social Networking More Popular than Email)

Elsua

Ok, instead of sharing with you every single snapshot of each of the previous different weeks, since you can find them all at my Flickr account , I thought I would go ahead and just share the last one from last week, where you can see that incoming count of emails from all previous weeks.

Email 130

A World Without Email – Year 3, Weeks 11 to 18 (Social Networks Spur the Demise of Email in the Workplace)

Elsua

One that would include a much long overdue update on how things are going with that work related activity of living " A World Without Email " It’s about time, don’t you think? So that basically means 138 less emails from one year to another.

Email 130

IBM Covers the Transformation of Business Email

Portals and KM

Business email remains big despite some attempts to get stuff out of an overcrowded inbox.    As IBM mentioned, organizations still consider email to be their most important, mission-critical application. Ed noted that email has been around for almost two decades.

Email 130

A World Without Email - Year 2, Weeks 11 to 14 (Email as a Collaboration Tool? No, Thanks!)

Elsua

That way I will avoid boring you to death with countless progress reports entries on this blog on detailing what it is like not using email at work. I was just getting started with the experiment and was averaging 42 emails a week. From Email Culture To Stream Culture: Out Of The Inbox.

Email 141

A World Without Email – Year 2, Weeks 49 to 51 (EMail Is Where Knowledge Goes to Die)

Elsua

It has been nearly a month since the last time I put together a blog post over here on how I’m doing living " A World Without Email " and, while looking into the last few weeks, I have just realised that I’m almost on the closure of the second year experiment of giving up on corporate email altogether. Yes, 14 emails received per week! One that has allowed me to reduce my email clutter substantially and that can only be a good thing.

Email 126

No Email Reply? Don’t Let it Get the Better of You

Leading Virtually

Such as when there’s no reply to our email. We don’t care as much when our email to a company’s customer service is unanswered but when we send it to someone we know or an individual we are trying to establish contact with, not receiving a reply leaves us unsettled.

2013 66

Fluent - Making Email More Twitter-Like

Michael Sampson - Currents

2012 116

Adding email notification to Google Forms and Google Spreadsheets

Learning Alliances

Here’s a picture of what it does: Adding email notifications to a Google Form and a Google Spreadsheet. The first time you run the program, you need to authorize it to send email to you on your behalf. email acknowledgement / notification.

No Email Reply? Don’t Let it Get the Better of You

Leading Virtually

Such as when there’s no reply to our email. We don’t care as much when our email to a company’s customer service is unanswered but when we send it to someone we know or an individual we are trying to establish contact with, not receiving a reply leaves us unsettled.

2013 63

A World Without Email – Year 2, Weeks 23 to 27 (Recovering from a Moment of Weakness)

Elsua

on living a " World Without Email " Time flies, they say, when you are having fun, eh? Started with week #23 hitting over the mark of 30 emails received then going down to 22, then 19 (Way on target this one!); then a whopping 47 and, finally, 15 emails received last week.

Email 164

A World Without Email – Year 2, Weeks 29 (CBC’s Spark – A World Without Email)

Elsua

I have been able to get a whopping number of 10 emails in a single week ! Yes, 10 emails from last week, you are reading it right! Last year, the first time where I hit 10 or less emails in a single week was on week 46 , with just 3 of them (During a vacation period, to be noted as well). I mean, if on week 29 I am already hitting 10 emails per week, I wonder what it would be like on week 50, for instance.

Email 100

A World Without Email — Year 2, Week 52 (Email Is Dead… Long Live Email!)

Elsua

you will see me writing that particular sentence as part of the title of a blog post: " Email Is Dead [.]" I know there are some people out there who have been following for a while this initiative of living " A World Without Email " and all along it has looked like as if they would want me to see email go and die a painful death. I have never said that email will die or cease to exist. When was the last time you ever received 22 emails per week?

Email 100

A World Without Email — Year 3, Weeks 24 to 28 (Email Is Where Knowledge Goes to Die – The Presentation)

Elsua

It has been a while now since the last progress report I have shared over here around the topic of living “ A World Without Email “, that experiment that has been going on for over 2.5 Just as much as Ethan Yarbrough ‘s Email’s Role in an Enterprise 2.0

Email 173

OrchestratorMail - Bringing Structure and Clarity to Email Communication

Michael Sampson - Currents

A lot of business is conducted via email. But as with any use of language, especially in times of limited time and an overwhelming abundance of email, being clear about what you are saying (and what you are not saying) is critical.

2011 159

Should You Move Your Email To The Cloud?

Portals and KM

I attended the session, Extending Workplace Strategies To The Age Of Distributed Work - Should You Move Your Email And Collaboration To The Cloud? Chris asked the audience in the next 12 months: Who is keeping email and collaboration on premises? I would imagine that the email is more of the barrier than other forms of collaboration. This session focused on email. Email is one piece of the broader collaboration strategy.

Cloud 154

Green Chameleon » Email Detox Revisited

Green Chameleon

www.straitsknowledge.com blog articles how-to guides events publications book videos about Email Detox Revisited Matt Moore has revisited and refined his enterprise 2.0/ email detox medley. if an email conversation involves more than 5 people then shift it elsewhere 3. I particularly like this sensible advice for a five step approach: 1. ban attachments & instead link to files sitting in a more permanent location 2.

Email 100

Harmon.ie Provides Social Email to Push Enterprise Collaboration Adoption

Portals and KM

The goal is to increase user adoption of the broader collaboration platforms now available and stop sharing docs as attachments to email. was launched to bring the social collaboration capabilities into email where business users already work. within your email. Harmon.ie

Push 130

Living “A World Without Email” … in Google Plus

Elsua

but what I am rather surprised about is the fact that hardly anyone has talked or blogged about the fact that Plus does present a real threat to the king of communications, collaboration and knowledge sharing: email! They all said that it was going to redefine the way we do email today.

2011 141

[Podcast] This Week in Lotus 018: A World Without Email? Or Blackberries?

Elsua

This Week in Lotus 018 – A world without email? IBM Innovation Knowledge Management Knowledge Tools Learning Personal KM Podcasting Productivity Tools Social Computing A-World-Without-Email

harmon.ie Expands Its Social Email Offering to Include Lotus Notes

Portals and KM

Provides Social Email to Help Drive Enterprise Collaboration Adoption ). to become an aggregation platform operating within the email environment, whether it is Outlook or Notes. You can now see an activity stream within the email client. harmon.ie

A World Without Email – Year 2, Weeks 30 to 33 (Study: Social-Media Junkies Use Email More)

Elsua

Well, it looks like over the last four weeks the number of incoming emails has been rather steady going from a range of 18 to 34 emails received. And as usual, I owe it to the "wonderful" email capability called " Reply To All " Two or three conversations, three or four replies (I know, that’s nothing!), If you would remember, all along I have been mentioning how I don’t think that the email is going away any time soon (Email is not dead!).

Email 100

A World Without Email - Year 2, Week 7 (A Moment of Weakness)

Elsua

Yes, that was, indeed, my first reaction after I finished adding up all of the different emails I have received last week at work: 47!! The highest number of emails since I got started with the follow up challenge on 20 emails, or less, a week from the beginning of the second year.

Email 141

Email, bye bye (and your heard it here first)

Endless Knots

Wall Street Journal, Oct 12, 2009: " Why Email No Longer Rules " by Jessica E. Endless Knots, July 19, 2007: " Email is for old people ," and here and here and one of my faves (study confirms that email stresses people out) and the whole honking stream here. Tags: Collaboration Email Vascellaro.

Email 89

A World Without Email – Year 2, Weeks 28 (Going on an e-mail Diet)

Elsua

my project of living " A World Without Email " Specially, after I bumped into quite an intriguing reading that I think you are going to find rather interesting, too, to say the least. In short, by using email and re-defining some of its various uses!

Email 130

The Man Who Should Have Used Lotus Connections – On the Misuse of Email

Elsua

A different matter would be email as a collaboration tool, although that’s perhaps the subject for another blog post at some point in time. Funny enough, if you would ask me for the number #1 misuse of email file sharing will be it, by far!;

Lotus 130