Jon Arnold

Jan 9, 2025 | nojitter.com | Jon Arnold

In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers. AI may be the dominant trend in technology, but it still has a long way to go until contact center interactions are fully automated. Telephony is still the most impactful way for agents and customers to interact.

Dec 31, 2024 | contactcenterpipeline.com | Jon Arnold

Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that few organizations can keep up with. The benefits are undeniably attractive, but the complex nature of AI offerings makes it difficult for buyers to know what they’re really getting. Contact center leaders face difficult priorities, as they will only fall further behind if they hold off on AI.

Dec 17, 2024 | nojitter.com | Jon Arnold

SMBs and mid-sized businesses represent the vast number of entities in the US, but technology vendors tend to focus more on enterprises, especially those with a global footprint. This is to the detriment of the smaller business, which face the exact same challenges, but struggle to realize these benefits. There’s a market opportunity in this struggle – if vendors can recognize and respond to it.

Dec 4, 2024 | jarnoldassociates.com | Jon Arnold

You may not know that I’m a market researcher by trade, and have been a practitioner for 30+ years. Most analysts do not have this skill set, and I find it a great way to enhance my thought leadership engagements. I just completed one of these with Aizan Technologies, a vendor I’ve been working with for some time. The topic was contact center queues, or in more ordinary parlance, the on-hold experience. This happens to all of us when trying to get customer service, and it usually ends badly.

Dec 4, 2024 | jarnoldassociates.com | Jon Arnold

You may not know that I’m a market researcher by trade, and have been a practitioner for 30+ years. Most analysts do not have this skill set, and I find it a great way to enhance my thought leadership engagements. I just completed one of these with Aizan Technologies, a vendor I’ve been working with for some time. The topic was contact center queues, or in more ordinary parlance, the on-hold experience. This happens to all of us when trying to get customer service, and it usually ends badly.