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Profile: John Burton
Articles by John Burton
The Scary Truth About Marketing Campaigns: Why Email Blasts Are A Thing Of The Past, and What Smart Companies Are Doing to Drive Sales
1Everyone hates spam. And I admit it; I’m part of the problem. No, I don’t control a vast army of evil spam-bots who do my bidding, filling people’s email inboxes... read more
Is Your Contact Center Stuck in the Nineties?
The 1990’s were a great time – especially if you were a fan of boy bands or grunge music and flannel shirts. All jokes aside, the 1990’s was a time... read more
Two Things Should Never Fail You: Childhood Heroes and CRM Systems
5I’ve always had questionable taste in heroes. As a five-year old, I idolized Darth Vader, cheering madly for him to crush those long-haired, scofflaw, pot-smoking Jedi hippies. As an adult,... read more
Going to the Gym Should be Painful; Dealing with Your Cable Company Should Not
2Anyone who’s ever tried Bikram Yoga has probably found themselves cursing the friend, family member, or co-worker who suggested it. Man, that crap is painful! As soon as you walk... read more
Uh, Oh! Call Center Reps Gone Wild!
6CC Image courtesy of herval on Flickr Here’s a worst case call center scenario. You’re the team leader, supervisor, or call center manager for a once respectable call center operation... read more
Billionaires Are Bad In Bed
Flickr creative commons courtesy of Tienvijftien Everyone wants to be a billionaire – or failing that, to marry one. But, alas, the world seem to be suffering from a severe... read more
Sorry, the Refund Department is Closed
1It is no closely guarded secret that I have an intense hate-hate relationship with United Airlines. Sometimes I hate them, and sometimes I really hate them. And I’m apparently not alone. Ray... read more
Sh*t Call Center Reps Say
Anthony Leaper from SAP wrote a great article in on Forbes.com entitled, “5 Stupefying Statements from the CRM Call Center (and what to do about them)” that examined some common,... read more
80% of People Aren’t Terribly Bright; Even the Best CRM System Can’t Fix That
Let’s talk about First Contact Resolution (FCR) for a minute. For example, an 81% first call resolution rate might sound great at first glance, right? Eighty-one percent! Woo hoo, awesome,... read more
New Study Reveals Americans Fear Call Centers More Than Dental Surgery!
According to a recent study published in CRM Aficionado Weekly, nearly 70% of CRM professionals report that they find dealing with call centers to be more stressful than going to... read more
