Mobile economy report: 2012 stats, predictions and trends



2Iskatetowherethepuckisgoingtobe,notwhereithasbeen.WayneGretzky


Mobile economy report: 2012 stats, predictions and trends
from ThinSlices Mobile Development

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Call Center vs Contact Center

Un Contact Center es entonces desde nuestra perspectiva, el punto de ensamble donde se une el cliente con los diferentes sistemas y procesos de una empresa. Es el nodo de integración empresa – cliente. Los clientes llaman a informarse, pero también a quejarse, hacer peticiones o solicitudes de todo tipo, a comprar, a cobrar a investigar, etc. etc. Lo hacen preferentemente de la forma más práctica y eficiente que tienen los seres humanos para comunicarse que es la voz. Pero también acuden a otros mecanismos de las TIC´s para hacerlo, por supuesto. Pero esto simplemente sería entonces un centro de comunicaciones. Un verdadero Contact center para administración de las relaciones con los clientes, es mucho más que eso. Es un sistema, con unos mecanismos, herramientas, procesos y procedimientos, enmarcados en una estrategia, para hacer, tener y mantener relaciones productivas de largo plazo con cada uno de los clientes de una organización.


por Rafael Melo Rangel
http://www.marketingcomunidad.com/call-center-versus-contact-center.html

Existe mucha discrepancia respecto a lo que realmente es la diferencia entre un Call center y un Contact center.  Traducido al español, lo primero significa centro de llamadas y lo segundo centro de contactos.

Sin embargo de lo anterior, los grandes centros de llamadas o call centers, han adoptado una definición sobre la diferencia de estos dos conceptos, adaptada a sus circunstancias y que no es del todo cierta: Dicen que un Call center atiende solo contactos de voz vía telefónica y que se convierte en un “contact center” en el momento en que aplican otras tecnologías o sistemas de contacto diferentes a la voz. Es decir, que si además de la voz procesan, correos electrónicos, Chat, fax, datos, quedaría de inmediato convertido en un centro de contacto.

Desde esa perspectiva tan simplista, prácticamente todos los hogares del mundo que tienen un computador, dejaron de ser hogares y se convirtieron en contact centers. Es lo que vemos cuando nuestro hijo navega, chatea, envía e mails, etc.

En Asellerator hemos defendido la teoría de que un centro de llamadas es eso: un sistema de administración y control de llamadas, destinado principalmente a labores de información. Y marcamos la diferencia cuando decimos que un Centro de contacto, es un sistema de administración de relaciones con los clientes. Leer más “Call Center vs Contact Center”

Best Global Brands


2010 rankings
http://www.interbrand.com

Print
Rank Previous Rank Brand Country of Origin Sector Brand Value ($m) Change in Brand Value
1 1 United States Beverages 70,452 2%
2 2 United States Business Services 64,727 7%
3 3 United States Computer Software 60,895 7%
4 7 United States Internet Services 43,557 36%
5 4 United States Diversified 42,808 -10%
6 6 United States Restaurants 33,578 4%
7 9 United States Electronics 32,015 4%
8 5 Finland Electronics 29,495 -15%
9 10 United States Media 28,731 1%
10 11 United States Electronics 26,867 12%
11 8 Japan Automotive 26,192 -16%
12 12 Germany Automotive 25,179 6%
13 13 United States FMCG 23,298 2%
14 14 United States Business Services 23,219 5%
15 15 Germany Automotive 22,322 3%
16 16 France Luxury 21,860 4%
17 20 United States Electronics 21,143 37%
18 17 United States Tobacco 19,961 5%
19 19 South Korea Electronics 19,491 11%
20 18 Japan Automotive 18,506 4%
21 21 Sweden Apparel 16,136 5%
22 24 United States Business Services 14,881 9%
23 23 United States Beverages 14,061 3%
24 22 United States Financial Services 13,944 -7%
25 26 United States Sporting Goods 13,706 4%
26 27 Germany Business Services 12,756 5%
27 25 Switzerland Beverages 12,753 -4%
28 28 Sweden Home Furnishings 12,487 4%
29 37 United States Financial Services 12,314 29%
30 30 United States Alcohol 12,252 4%
31 31 United States Transportation 11,826 2%
32 32 United Kingdom Financial Services 11,561 10%
33 33 Japan Electronics 11,485 10%
34 29 Japan Electronics 11,356 -5%
35 34 United States FMCG 11,041 6%
36 43 United States Internet Services 9,665 23%
37 38 United States Financial Services 9,372 1%
38 39 Japan Electronics 8,990 -2%
39 40 Canada Media 8,976 6%
40 36 United States Financial Services 8,887 -13%
41 35 United States Electronics 8,880 -14%
42 42 Netherlands Electronics 8,696 7%
43 46 United States Internet Services 8,453 15%
44 41 Italy Luxury 8,346 2%
45 44 France FMCG 7,981 3%
46 48 United States FMCG 7,534 4%
47 45 United States Business Services 7,481 -3%
48 50 Spain Apparel 7,468 10%
49 47 Germany Diversified 7,315 0%
50 49 United States Automotive 7,195 3%
51 52 United States FMCG 6,919 6%
52 57 United States Financial Services 6,911 8%
53 55 Germany Automotive 6,892 6%
54 63 Canada Electronics 6,762 32%
55 54 United States Media 6,719 3%
56 53 France Financial Services 6,694 3%
57 58 Switzerland FMCG 6,548 4%
58 60 France FMCG 6,363 7%
59 56 United States Electronics 6,109 -5%
60 61 United States Restaurants 5,844 2%
61 N/A United States Beverages 5,777 0%
62 62 Germany Sporting Goods 5,495 2%
63 65 Germany Automotive 5,461 9%
64 67 United States FMCG 5,072 3%
65 69 South Korea Automotive 5,033 9%
66 64 United States Internet Services 4,958 -3%
67 81 Germany Financial Services 4,904 28%
68 N/A Spain Financial Services 4,846 0%
69 70 France Luxury 4,782 4%
70 66 United States Diversified 4,704 -6%
71 71 United States FMCG 4,536 3%
72 74 Germany Automotive 4,404 4%
73 75 Japan Electronics 4,351 3%
74 N/A United Kingdom Financial Services 4,218 0%
75 80 United States FMCG 4,155 8%
76 76 United States Luxury 4,127 3%
77 77 France Luxury 4,052 2%
78 N/A United States Alcohol 4,036 0%
79 82 France Alcohol 4,021 7%
80 N/A Switzerland Financial Services 4,010 0%
81 92 Netherlands Energy 4,003 24%
82 94 United States Financial Services 3,998 26%
83 79 United States Restaurants 3,973 2%
84 78 United States Apparel 3,961 1%
85 N/A Mexico Alcohol 3,847 0%
86 72 Switzerland Financial Services 3,812 -13%
87 86 Germany FMCG 3,734 5%
88 95 United States Computer Software 3,626 15%
89 84 United Kingdom Alcohol 3,624 -2%
90 N/A France Diversified 3,586 0%
91 88 Italy Automotive 3,562 1%
92 N/A United Kingdom Alcohol 3,557 0%
93 N/A Netherlands Alcohol 3,516 0%
94 N/A Switzerland Financial Services 3,496 0%
95 89 Italy Luxury 3,443 4%
96 91 France FMCG 3,403 5%
97 90 United States Restaurants 3,339 2%
98 73 United States Automotive 3,281 -24%
99 100 United States FMCG 3,241 5%
100 98 United Kingdom Luxury 3,110 0%

Gmail phone calling tallies a million calls in 24 hours

Google’s intriguing new service that allows users to place phone calls directly from Gmail is apparently a hit. At least, it was intriguing enough to log more than a million calls in its first day.
The real question is how many of those were just “novelty” calls from people wanting to try out the new service, and how many of those initial users will be repeat users?

Rolled out earlier this week, Gmail was updated with a new feature that lets users use a headset or microphone to place phone calls to any number in the US and Canada for free. International calls are also available for a small per-minute fee.


Google‘s intriguing new service that allows users to place phone calls directly from Gmail is apparently a hit. At least, it was intriguing enough to log more than a million calls in its first day.
The real question is how many of those were just “novelty” calls from people wanting to try out the new service, and how many of those initial users will be repeat users?

Rolled out earlier this week, Gmail was updated with a new feature that lets users use a headset or microphone to place phone calls to any number in the US and Canada for free. International calls are also available for a small per-minute fee. Leer más “Gmail phone calling tallies a million calls in 24 hours”

Summer of Mobile Rundown – 7 Free Reports from 360i


by 360i


Image via Mobile Behavior

Over the past few months we’ve embarked on quite a large endeavor — 7 mobile reports covering nearly every topic of this emerging landscape, from mobile-social and apps to SMS marketing and search. Below is a final rundown of the series. You can download the full PDF for any of these by clicking the “Download” button within Scribd.

Australian Mobile Web Usage Measured


by Brian Giesen

In what they’re calling a “world first”, Nielsen Online is measuring Australian usage of the mobile Web. According to their press release, there are just shy of 140,000 Australians who browse the mobile Web each day, with the average session being 4 and a half minutes. Now if only they could measure usage of mobile applications such as foursquare

nielsenmobileaustralia

http://www.asiadigitalmap.com/2010/05/nielsen-mobile-market-intelligence/

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