Real Time Service Management: Using the Dashboard
Using a dashboard is a handy way to see how […]
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Knowledge Management: Some thoughts on Folksonomy versus Taxonomy
One of the biggest challenges in the management of knowledge
Knowledge Management: Some thoughts on Folksonomy versus Taxonomy Read More
Invest in Customer Service. It will never decrease in value.
With bad news coming on top of more bad news,
Invest in Customer Service. It will never decrease in value. Read More
Getting Through the Financial Meltdown
With all of the media screaming “Gloom n Doom” 24/7
Getting Through the Financial Meltdown Read More
CRM Buzz: An Interview with Hoyt Mann of PhaseWare, Inc. from the Business Software Advisor
I was fortunate to have been interviewed by the Business
4 Ways to Add Strategic Value to Your Customer Service Desk
Smart companies have realized their customer support desks have strategic
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You say Service Desk, I say Help Desk: Don’t call the whole thing off
Customer Support and Help Desks do happen to share a
You say Service Desk, I say Help Desk: Don’t call the whole thing off Read More
Which Channel Do You Prefer?
I have been researching Web 2.0 as it applies to
Which Channel Do You Prefer? Read More
It’s Not Rocket Science! The Key to Determining if Your Company Gives Great Service
I have done a lot of research lately about the
It’s Not Rocket Science! The Key to Determining if Your Company Gives Great Service Read More
Why I Would Call It Quits Too
DestinationCRM ran an interesting article entitled Calling It Quits about
Why I Would Call It Quits Too Read More