Knowledge Management + Automation = Customer Service Efficiency

Knowledge Management + Automation = Customer Service Efficiency

Like many people, I tend to simplify life, especially when I am in the “thick of things.” Maybe it is because I have often been told that when you’re lost and “can’t see the forest for the trees,” try to rise above the trees to the 30,000-foot level, where you can find a view of the forest and a better understand your path. Recently when faced with the challenge to

Stemming and Lemmatization

Stemming and Lemmatization

– Unstructured Data Analytics – An Introduction to Stemming and Lemmatization Techniques – Stemming and Lemmatization functions are an important part of text mining.  These functions review text and remove inflection endings of a word and sometimes derivationally related forms of a word to return the base or dictionary form of the word.   For example, when applying a stemming or lemmatization technique, the words, discover, discovering, and discovered may be

Managers, Beware of Too Many Sandwich Cookies

Managers, Beware of Too Many Sandwich Cookies

OK, so yes, it is a good idea to practice moderation and not eat too many cookies, but the sandwich cookie I am talking about is a management tool I discovered early in my career called “Oreo Feedback.” In college, while working as a restaurant training manager, I attended a corporate management seminar where I was introduced to this technique to give employees feedback. The technique compared employee feedback to

Helping Your Customer Support Team Reach Their Full Potential

Helping Your Customer Support Team Reach Their Full Potential

  Creating Individual Employee Contribution Summary Reports to Increase Productivity and Employee Engagement   – We have all read the research and survey results.  Whether published by an accredited institution or as part of your company’s internal employee satisfaction survey process, “compensation” is not one of the top factors leading to higher employee engagement.  Instead, when it comes to increasing employee morale, communicating clear expectations of the job and recognizing

Hiring the Best & Most Dedicated

Hiring the Best & Most Dedicated

What makes a great customer service employee? Over the past 20 years, I have spent countless hours reading resumes, interviewing candidates, and selecting, then hiring customer service professionals. Along the way, I have made some excellent hiring decisions, and as a result, I have had the privilege to work with some exceptional individuals. But there have also been times when my hiring decisions were not so great. Now it is

Unstructured Data Analytics for Customer Service