About Ed Shepherdson
It’s no secret that today’s customer support operations are overwhelmed by data—social media content, survey data, rising interaction volumes, recordings, chats and more. As a result, customer support leaders are…
Advice for CRM Pros: Act like a Carpenter
Today’s customer service professionals are equipped with an unprecedented amount of tools. Like a carpenter, each tool performs a specific function that’s essential to solving a case in an efficient…
IT Chaos: Is it simply moving to the Cloud to create “Claos?”
Today’s IT department finds itself in a precarious position: balance stakeholder demands against the need to maintain governance, compliance and control. Environments are becoming more diverse and complex while executive…
Survey says…what? Why customer surveys may not be the best approach
Customer experience management is all the buzz now a days. The good news is that companies seem to be more and more genuine about paying attention to their clients’ needs.…
Poor 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…
The Great Divide: Customer Expectations vs. Customer Service Delivery
Today’s consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly found awareness based on product information, industry…
Transparency: A Critical Component to Good Customer Service. Do You Have It?
I have been in the customer service business for more than two decades and the same discussions continue to rage on and on about customer service – “Look how great…
BI vs. Analytics: Making Dynamic Analytics Representative of True Business Intelligence (Part 2)
As I mentioned in my previous blog post (part 1 of BI vs. Analytics), the amount of information impacting business operations continues to grow, as markets change and the rate…
360 Degree Views. We’ve Heard that Before, But is Anyone Actually Delivering It?
I am sure you have heard it all before: Customer 360° views, Account 360° views and Project 360° views. But has anyone actually delivered on this promise? I am not…
Joint Research with the TSIA – Enterprise Search 2.0 Powered Analytics: Transform Data into Actionable Knowledge
If you needed further evidence that customer support operations are overwhelmed by data, look no further than the joint research paper released today by the Technology Services Industry Association (TSIA)…