Workforce management systems are tools to aid contact centre improvement, not ends in themselves, as Contact Center World reminds us.

First you need to identify your operational needs, addressing the specific areas that are giving you difficulties. Typically there will be a few issues that vary from customer to customer, and these are often the most important to deal with after that.

As in so many areas of marketing, the name of the game is: understand what you want to achieve. Then you stand more chance of achieving it.

Eclipse Marketing’s own Leighton Morgans demystifies semantic technology in the current issue of Direct Marketing International. In the feature, Leighton reveals how new-generation semantic technology is providing businesses with a competitive edge.  

As the information available on the web grows in volume, he explains, it gets more difficult for companies to access and search it quickly and accurately.  And the problem is getting worse, as our store of knowledge grows. 

Semantic technology – because it can understand the context of words and interpret everyday language – unlocks this wealth of knowledge.  More information on knowledge management tools based on semantic technology can be found here.   

Even the marketing fraternity are talking about the Brand/Ross debacle and, although we may be accused of ‘jumping on the bandwagon’, we would like to have our say before the media frenzy dies down.

Russell Brand isn’t the only brand being talked about here. There is undoubtedly a lesson to be learnt from what is happening to Brand BBC. For a start, all good marketers know that when a crisis hits, you should deal with it quickly and efficiently for maximum damage limitation. So that was a big mistake on the part of the Beeb. A swift response could well have prevented BBC Radio 2’s chief Lesley Douglas resigning.

But there’s quite a list of those profiting from the whole fiasco - newspapers, magazines, TV and radio programmes - who’ve had nearly a week’s worth of headlines to drawn in more listeners/viewers and sell more copies.

Also profiting, more specifically is, reportedly, Channel 4 which is seeing show ratings up for Russell Brand’s show Ponderland, and sales of Fawlty Towers DVDs have also increased. And Brand himself seems to be coming out of the whole thing very much intact as sales of any DVDs he stars in are also on the rise, implying that ‘no publicity is bad publicity’.

Increasing numbers of people are representing themselves online, utilising websites to promote their own businesses, one essential way to becoming an affiliate marketer.

One primary benefit of representing yourself online is that you can promote your own products and services that are only accessible from your site. 

Mikesblog suggests offering your visitors a unique service providing them with access to free information, technology or software; and goes on to mention semantic technology which can enhance your business by adding value and building your brand. This can be one of the best ways to set yourself apart from the competition.

More and more companies are becoming environmentally aware, cutting back on unnecessary mail and print advertising in favour of more green policies, focusing on online solutions.

This is not only good for the environment but good for business, reducing postage costs, eliminating waste and saving on print.  

As Susan Menke, Mintel expert, comments on euroinvestor, introducing ‘eco-business tactics’ and focusing on green issues is a wise strategy. It can be used to set products and services apart from the competition, reducing costs and attracting new customers.