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John M Perez

Social CRM, Online Experience, & Customer Service Strategy Expert

Homepage: http://www.customerserviceinthecloud.com/members/johnmperez/

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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 know that he occassionally sends out folks to interview the average person on the street about issues facing their lives. In this case it was […]

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 as they wait on hold to speak to a customer service rep. Music sets the tone for the mood your customer is in, and if […]

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 and Roadmap Oracle RightNow Cross-Channel Contact Center Oracle RightNow Web Customer Service Oracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud Service […]

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 more often with businesses over all major channels, using the one that’s most convenient at any given time. That may be an online support ticketing, […]

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.

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

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 they want most. These results came from analyzing data from 361 companies in the market for customer service solutions between 2011 and 2013. Why Businesses […]

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering an exceptional customer experience. The challenge on both sides is that customer expectations have never been higher for service and support. According to Accenture’s 2012 Global Consumer Pulse Research: 63% of consumers point to service […]

IBM’s cognitive supercomputer Watson will soon be helping several of the company’s most important customers, who will have the opportunity to ask for his assistance via web chats, email, SMS and smartphone apps. Watson’s new role, called “Ask Watson,” will be available to big IBM clients like Australia’s ANZ Bank, Nielsen, Celcom, IHS and Royal […]