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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 been a long two weeks on the road, and as I land back in my home town of New York, I was delighted to a great surprise.  On my way from my flight to get my luggage, I get a tweet from the folks over at GetApp.Com.  They indicated that I made their list […]

During the past five years, the customer service capabilities of CRM suite solutions have matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. Vendors have folded new technologies such as social computing, business process management, decisioning, business intelligence, and mobility into their solutions to allow organizations to offer more-personalized […]

To help you better understand the future of the customer service experience, watch our Webcast with Kate Leggett, Senior Analyst at Forrester Research and John Perez, Customer Experience Strategist for Oracle RightNow.

Knowledge management for customer service has always been a difficult proposition. It’s not that knowledge management fails to work; it does its job well, as proven by the numerous case studies that show real ROI, as well as the maturity of vendor solutions. The historical difficulty with knowledge management is that many buyers and users […]

Zendesk wp customer_satisfaction_report View more presentations from John Perez.

Today, JD Powers released their Customer Satisfaction results from the leading Car Manufacturers and Car Brands. Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a fourth consecutive year. Lexus achieves an overall CSI score of 861 and performs particularly well in three of the five measures: […]

Customer Service Emerges As 2012 Priority For RetailersAlready this year, more than 50 online retailers have rushed to display the STELLAService seal. New York, NY (PRWEB) March 12, 2012 Customer service has emerged as a top priority for retailers in 2012. via Sfgate

Today Logmein.Com and Ovum, released a report that reveals a shifting mindset among telecommunications operators when it comes to measuring the success of their contact centers and help desks. Quite often, contact centers are challenged with reducing customer service costs in their organizations. Covering large customer care organizations in the US, UK, Canada and Australia, […]

I recently participated in a survey a couple of months ago by Aberdeen and they recently sent the results. This is a great report for those who are interested in assessing the value of expanding their support experience into other channels.  While the results of this report often vary from year to year since my […]

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