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What Jimmy Kimmel reminds us about knowledge management

One of the most profound short term needs in government is for a modern knowledge management system. Why start with Jimmy Kimmel? Those of you familiar with the US comedian ...

5 Songs to Improve Your Customer’s IVR Experience

It's 2012, and if your IVR hold music is lame then get with the program and start implementing some recent tunes that will put your customers in a good mood ...

Did you miss Oracle Open World 2013? Replay the Sessions right here!

If you missed Oracle Open World this year, you can certainly catch up by watching these critical sessions. If you have the Cisco Webex client installed on your Oracle Service Vision ...

Consistently Good Customer Service Has Knowledge at Its Core

According to a NICE 2012 Consumer Channel Preference Survey, consumers on are now using six different channels on average to contact service providers, and 86% say that they are communicating ...

Marc Benioff Discusses Being a Lasting Legacy


Great but awkward interview with Salesforce CEO Marc Benioff with Michael Arrington. Marc speaks on Bill Gates, Larry Ellison, and Steve Jobs in a humbling way. ...

Survey: Many Contact Centers Not Testing Their Solutions – Business 2 Community

Survey: Many Contact Centers Not Testing Their Solutions - Business 2 Community. ...

Which Industry has the Best Customer Service on Facebook? [Infographic]


Which Industry has the Best Customer Service on Facebook? . ...

Why Businesses Buy Customer Service Software [Infographic] – Business 2 Community


Software Advice, a free resource for top customer service systems, recently partnered with Salesforce Desk.com to find the top reasons companies buy or replace customer service software and the features ...



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Recent Products

Excel Template: Calculate the Value of SEO on Your Knowledge Base

The Business Problem: A study conducted last year by RightNow Technologies (The RightNow Multichannel Benchmark Report) indicated that RightNow's customers typically experience between 10 - 30% of their visits to their Online Support Pages are from 3rd Party Search engines like Google.  Simply put, the more answers from your knowledge base related to your product appear on More Info »
Price: $2.00$1.00
by John M Perez

Excel Template: Live Chat for Customer Support Benefit Calculator

Product Description: Save yourself hours of time and analysis by using this Microsoft Excel template to build the business case for Live Chat For Customer Service. Includes dynamic graphs to include in your Powerpoint presentations. The Business Problem: Many call center managers and Directors are still unaware of whether Live Chat for Customer Support is More Info »
Price: $3.50$1.50
by John M Perez

Channel Mix Calculator - Calculate Savings for Call Avoidance & Call Deflection

Screen Shot 2013-10-25 at 3.31.11 PM
Screen Shot 2013-10-25 at 3.31.11 PM
Are you interested in identifying the cost savings and benefits of deflecting your contact centre support calls to lower cost channels?  Use this calculator to identify the benefits and value associated with supporting customers over lower cost channels like Web Self Service, Live Chat, Email, and Social Media.  This will help you to build a More Info »
Price: $2.50
by John M Perez

Kindle Book: How to Survive (& Thrive) in a Call Centre

Product Description The vast majority of books about call centres are designed to assist call centre managers. This has been due to the rapid growth of the industry, the complexities of call centre operations management, and the need for organisations to be competitive. The call centre is the hub, the heartbeat, of every form of More Info »
Price: $9.99
by John M Perez

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