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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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DVD: ABC News 20/20 Customer Service and the Internet

Many people believe that big companies and lousy customer telephone service go hand-in-hand. But as ABC News reports, getting ignored by such companies and feeling helpless might just be a thing of the past, thanks to the internet. A Comcast customer was surprised when the repairman that came to his house to fix his cable More Info »
Price: $1.99
by John M Perez

Excel Template: Net Promoter Score Calculator

NPS Screenshot
NPS Screenshot
Product Description: Automatically and easily calculate net promoter score for your business using this easy to use excel template with dynamic bar graphs for your power point presentations. The concept of the Net Promoter Survey (NPS) is drawing attention in companies/organizations that want to ensure that they have a good pulse on what their customers & clients More Info »
Price: $4.50$3.25
by John M Perez

Book: Award Winning Customer Service

Click on Amazon Link To PurchaseDelivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company's reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions More Info »
Price: $3.40
by John M Perez

Excel Template: SEO Value Calculator for Online Customer Service

Product Description: This digital excel template will help you calculate the value of Search Engine Optimization on your Online Customer Service pages.  It is useful for articulating investments in SEO as a means to drive down costs into the call center by improving the visibility to knowledge base answers in your knowledge base. Why Use More Info »
Price: $2.00$1.00
by John M Perez

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