All in Call Center
Duck Hunting and the Future of Customer Support
Selling new tools is easy. Figuring out how to orchastrate all the resulting business process changes — including better coordination in customer support management — is more difficult.
Better Org Charts Will Improve Government Agency Transparency and Accountability
Making sure that a meaningful org chart is available, precisely because it is a public statement about responsibility, might just be one of the simplest and most direct methods we have for promoting government program transparency and accountability.
What Are YOU Trying to Do with Mobile Technologies in the Enterprise?
I’ve been thinking about mobile technologies a lot lately and how they relate to activities like project management and collaboration.
I found Going overboard with Social CRM by Gartner’s Michael Maoz to be a discouraging read.
Maddie Grant’s recent comment about everyone in an organization having responsibility for “community management” is a good one:
How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?
In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations:
This paper discusses key issues that management should consider when redesigning an automated voice response system that supports customer service.