Blogs

John Burton

John Burton SAP Employee
Company: SAP
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John Burton is a simple man with a computer keyboard and a desire to change the way CRM software is developed, deployed and used. John was born on an Indian reservation in Michigan's Upper Peninsula. He was educated in the streets and public school system of Lansing, Michigan where he received acclaim as a writer, personally receiving an award from the Mayor of Lansing. He attended the University of Michigan (Ann Arbor) on a full scholarship, where he studied contemporary American poetry. After quickly realizing that very few "poet wanted" job ads appeared in the newspaper, he went back to school and received an MBA from Central Michigan University where he taught businesss computer classes to undergraduate students. John joined SAP Labs in 1999 and has worked with the CRM Interaction Center team for over 10 years. In his free time, when not Blogging, John enjoys reading and writing poetry, ultra marathon running, and martial arts.

John recently published a new book with SAP-Press entitled, "Maximizing Your SAP CRM Interaction Center" that he hopes will become an international best seller. John's first book, "A Detailed Study of the Underground Mating Habits of Moles," failed to sell many copies outside of academic circles!

CRM 7.0 Interaction Center: Replacement of IC-Specific Business Transactions with Generic CRM WebClient Business Transactions
This blog discusses SAP's strategy for phasing out the old IC-specific business transactions that were native to the SAP CRM Interaction Center and replacing these IC-specific transactions with the generic CRM WebClient transactions that are used in all other non-IC business roles like Sales Pro, Service Pro, and Marketing Pro. Nov. 19, 2009
Comments: 0   Rank:   Page Views: 187  (Stats updated nightly)

How to Implement Computer Telephony Integration (CTI) with the SAP CRM Interaction Center
This blog describes the steps necessary to implement computer telephony integration (CTI) with your SAP CRM Interaction Center. Nov. 11, 2009
Comments: 0   Rank:   Page Views: 600  (Stats updated nightly)

Two Different Approaches for Scheduling Outbound Calls in Your Contact Center: Call Lists and Planned Activities:
This blog examines two different options for scheduling outbound telemarketing and telesales efforts from the SAP CRM Interaction Center: call lists and planned activities.  Oct. 19, 2009
Comments: 0   Rank: 11046   Page Views: 627  (Stats updated nightly)

Which CRM 7.0 WebClient Business Role is Right for You: Interaction Center or Service / Sales Professional?
This blog will help you understand the difference between the Interaction Center and other CRM WebClient business roles (i.e., Sales Pro, Service Pro) available in CRM 7.0, and help you decide which option is best suited to your organization’s requirements. Oct. 2, 2009
Comments: 6   Rank: 9385   Page Views: 1565  (Stats updated nightly)

Contact Center Trends in the New Reality (Part 2): Evolution of Communication Channels
This is the second blog entry of a multi-part series where we examine emerging contact center trends. Here we discuss the evolution of contact-center communication channels – from the traditional telephony based systems of the past, to the modern Internet Protocol (IP) based multi-channel communication systems of today. Jun. 18, 2009
Comments: 1   Rank: 11463   Page Views: 441  (Stats updated nightly)

Contact Center Trends in the New Reality (Part 1): From Cost-Minimization to Revenue/Margin Optimization
This multi-part blog series examines emerging contact center trends and discusses how SAP software – including the SAP CRM Interaction Center and SAP BCM – can help organizations capitalize on these trends. In this blog entry, we look at how the strategies of many contact centers have shifted from pure cost-minimization, to a focus on service differentiation and service revenue/margin optimization. Jun. 14, 2009
Comments: 0   Rank: 11407   Page Views: 471  (Stats updated nightly)

CRM Service in the Interaction Center: Case Management, Complaint Management, Service Ticket/Order Management
Learn how to determine which Interaction Center business transactions are best suited for your particular CRM Service needs. Discover the difference between case management, complaint management and service ticket/order management. Learn when to use service tickets, service orders, complaints, cases and interaction records in the SAP CRM Interaction Center.  Nov. 10, 2008
Comments: 7   Rank: 1577   Page Views: 5560  (Stats updated nightly)

Alerts, System Messages, and Broadcast Messages in the Interaction Center?
Discover the difference between alerts, system messages, and broadcast messages in the SAP CRM Interaction Center. Learn how to leverage each tool most effectively for providing agents with real-time, relevant, easy-to-find information. Oct. 28, 2008
Comments: 0   Rank: 6159   Page Views: 2648  (Stats updated nightly)

Spell Check Integration with CRM and IC WebClient?
Update: Apply SAP note 1169540 to enable right-click context menus, required for certain third-party spell-check tools. End-of-update. Explore the different options for integrating third-party and browser-based spell checking tools into the IC WebClient and CRM WebClient. Apr. 14, 2008
Comments: 1   Rank: 3081   Page Views: 4002  (Stats updated nightly)

SAP Insider - CRM 2008 Post Presentation Q&A - The fundamentals of SAP CRM Interaction Center
This is one in a series of postings by the presenters of the SAP Insider Conference "CRM 2008" held in Las Vegas, March 2-5. The comment/talkback feature below provides an opportunity for attendees to interact directly with the presenters and comment or ask questions about their respective CRM presentations. Mar. 3, 2008
Comments: 6   Rank: 2622   Page Views: 4318  (Stats updated nightly)

SAP Insider - CRM 2008 Post Presentation Q&A - What’s new in the SAP CRM Interaction Center for SAP CRM 2006s and SAP CRM 2007
This is one in a series of postings by the presenters of the SAP Insider Conference "CRM 2008" held in Las Vegas, March 2-5. The comment/talkback feature below provides an opportunity for attendees to interact directly with the presenters and comment or ask questions about their respective CRM presentations. Mar. 3, 2008
Comments: 14   Rank: 1487   Page Views: 5601  (Stats updated nightly)

Does Automated Outbound Dialing Fit in Your CRM / Call Center Strategy?
Learn how automated outbound dialing modes such as preview dialing, power/progressive dialing, and predictive dialing can be leveraged in your call center as part of your Customer Relationship Management (CRM) strategy. Jan. 15, 2008
Comments: 1   Rank: 4390   Page Views: 3289  (Stats updated nightly)

What is Computer Telephony Integration (and Why Do I Need It?)
Learn about Computer Telephony Integration (CTI) and Multi-Channel Integration for the SAP CRM Interaction Center. Add telephony, e-mail, and chat to your call center, contact center, interaction center, or customer care center. Oct. 29, 2007
Comments: 20   Rank: 869   Page Views: 7274  (Stats updated nightly)

SAPphone versus ICI (Integrated Communication Interface)
Learn about two options for enabling computer telephony integration (CTI) and multi-media integration into the CRM Interaction Center: SAPphone and ICI (Integrated Communication Interface) Oct. 25, 2007
Comments: 9   Rank: 1544   Page Views: 5573  (Stats updated nightly)