The primary currency of customer support is time. When agents, executives and customers don’t have the right information when they need it, resolution time, incidents, cost, and ultimately customer satisfaction,…
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…
According to Gartner Research, the field service market encompasses 20 million mobile field service workers worldwide. Field service workers are a company’s “feet on the street,” represent the company’s brand,…
Customer service continues to be a regular topic of conversation within the leadership ranks of many companies. As companies look for ways to keep customer satisfaction and loyalty at the…
In my last blog post, I suggested that by analyzing our past projects, we can improve adoption of our future information systems (IS) projects. Three of my adoption observations are…
