Embrace the Social Media Tsunami for Customer Service Success
Today’s support executives are awash in an ocean of data. The Technology Services Industry Association (TSIA) members receive, on average, over 51,000 support incidents a month, across phone, email,...
View ArticleIn Customer Service, the Knowledge Base is One Piece of the Knowledge Insight...
…but customer service economics suggest that it might not be the most important one. In my last blog post on this topic, I went back to some fundamentals that drive a positive customer service...
View ArticleKnowledge Insight Means Big Money in Customer Service
As a rule of thumb in customer service, financial models show that any ticket not resolved quickly – due to lack of insight – will see its cost roughly triple. When you factor in research time to gain...
View ArticlePoor Customer Service + Amazing Technology Still Equals Poor Customer Service
I watched a news clip from the Today Show last week about Boeing delivering their new Dreamliner 787 to Japan’s ANA airlines. What a beautiful machine, developed over the course of several years (3...
View ArticleConsumption Economics or, It’s All About Trust
At the Technology Services World conference last week in Las Vegas, the technology-company-stampede-to-the-cloud was on everyone’s lips. The Technology Services Industry Association (TSIA) calls this...
View ArticleThe Customer Interaction Hub Goes Prime Time
Dreamers dream, analysts analyze and predict, and technology wizards build solutions for tough problems. We’ve just seen an instance of pure serendipity with a well-respected analyst’s prediction and...
View ArticleThe Consumerization of the B2B Website
Like many busy professionals, I shop online. Recently I’ve noticed those items I’ve looked at on, for example, the Neiman Marcus website follow me around the internet as I surf for information related...
View ArticleExecutives Report Customer Centricity Drives Revenue Yet Major Barriers Stand...
Customers are the lifeblood of every organization. And yet most don’t know enough about their customers, their interactions, their preferences, what they’ve said across social channels, if they are...
View ArticleWhat Trends Will Impact the Future of Customer Service?
I was recently asked this question during an interview with Jason Redlus, managing member and founder of the Argyle Executive Forum. We had a nice discussion about customer service organizations and...
View ArticleForbes: CA Technologies’ Product Development is ‘Data Driven’
If there’s one company that could serve as a showcase for how better Insight into vast amounts of data can drive improvements throughout an organization, it’s CA Technologies. Coveo has been working...
View ArticleSession Explorer – What’s Trending at Dreamforce 15?
Dreamforce veterans and newbies alike: you have now very likely absorbed your first day, settled into your home away from home for a few days, attended some sessions, meetings and very likely a Tuesday...
View ArticleDigital Customer Experience & the Digital Workplace: Real Life at Sonus Networks
According to Gartner, the digital workplace delivers a more social, mobile, accessible and data-driven work environment. Conferences about digital workplaces, digital business and digital customer...
View Article7 Things to Consider for Effortless Self-Service
Now that the dust has settled from a very busy week at Dreamforce, I want to share some key takeaways for customer service and support leaders. During Dreamforce, I had the pleasure of spending time...
View Article2-Minute Videos: How Intelligent Search Improves Key Customer Support Metrics
Let’s face it, information is everywhere. Analyst firm IDC reports that 61% of knowledge workers need to use 4 or more systems daily and 13% need to use 11 or more systems to get the information they...
View ArticleWhy Salesforce Lightning Community Builder is a Game-Changer
I attended my first Dreamforce a few weeks back, and Salesforce puts on quite a show. But beyond all the keynotes and parties, I was most excited and intrigued by what Salesforce is up to with...
View Article4 Ways that Intelligent Search Drives Sustained KCS Success
How well is your knowledgebase working for you? If your people can’t access the information they need quickly it hurts your bottom line. By securely delivering “just-in-time” content from across your...
View ArticleRelevance & Self-Service Success
We live in a “do it yourself” world, and it seems we all really like it that way. Whether as customers, as partners, or as employees, we prefer to find what we need when we need it, then get on with...
View ArticleWant to provide customers with fast and relevant answers? Start by thinking...
Customer experience has overtaken price and product as the key brand differentiator. This means that the first criteria your customers use to make decisions about you versus your competitors is the...
View ArticleSolve These 3 Customer Support Challenges With Intelligent Search
Customer service organizations are constantly looking at ways to improve service delivery and increase customer satisfaction while keeping costs down. A recent survey of more than 1,900 global customer...
View ArticleWhy Companies Have Difficulty Delivering Great Online Self-Service
Customers prefer online self-service but the numbers for self-service success and deflection are dropping, shared Judith Platz, VP Research, Customer Success and Support Services, TSIA, during a...
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