Customer Touchpoint Blog Policies

Diane asked me to be a “guest blogger” today. I work for Diane in the Align Contact Center practice as a Senior Project Manager. Prior to Align, I worked as a VP of Customer Service at a medium-sized contact center and as an Account Manager for a large telecom equipment manufacturer selling Contact Center solutions.

Today’s topic will be the policies that we will adhere to on this blog. Recently I heard a High School student use Wikipedia as a reference source. I politely advised him that Wikipedia shouldn’t be considered a source. Well, I think I have the same healthy skepticism for most of what I read on blogs. So, I think it’s important to understand the perspective and ground rules that we will follow on the Customer Touchpoint blog.

Since Align is an independent consultant in the Contact Center and IP Telephony space, many times we are privileged with non-disclosure briefings on products and features for the major vendors. Similarly, we almost always have non-disclosure agreements with our clients. Because of this, our blog will not compromise anything that is considered proprietary to either vendors or clients.

We will focus on areas that we consider relevant to today’s contact center. These will include business, technology, process, and general contact center management related topics.

Since this will be an ongoing, online dialogue, we will make sure that the posts remain unchanged once published. That means that we will not delete posts once they are put into the blog. If there is a need to clarify or change something in a previous post, we will add a new post or comment rather than deleting the post.

Our style of writing will be informal while providing substance. Our goal is to create an interactive forum where followers can leave feedback and comments, even suggesting future topics of discussion.

Here is a summary of the Customer Touchpoint Blog policy:
o The Blog will be managed by Diane Halliwell, Align Contact Center Director; she will invite Guest Bloggers where they can add relevant information.
o We will not publish any information that is proprietary or obtained under non-disclosure agreements.
o We will focus on relevant business related topics in the contact center arena.
o Any vendor information published will be vendor agnostic.
o A link will be provided to any online references and original source materials.
o Posts will be maintained and archived; any changes to a posting will be noted but not deleted.
o Online Feedback and Comments are encouraged.
o Readers can invite others to read the blog.

From the policies listed here, I hope that you can see that this blog is intended to maintain a high standard of discipline in discussing relevant contact center trends. I look forward to engaging in some online discussions and watching the blog grow.