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

Synonymy vs. Homonymy vs. Polysemy

Synonymy vs. Homonymy vs. Polysemy

– Unstructured Data Analytics – Complexity in Similarity Matching – When working with unstructured data analytics, one of the more complex problems to address is dealing with two comparable words when trying to execute similarity matching algorithms.  Consider leveraging unstructured data analytics to find two sentences that are similar.  When working with unstructured customer service data, there are several applications for finding similar sentences to cluster concepts.  For example, when

Will KCS Pay Off?

Will KCS Pay Off?

– Two Business Benefits for your Knowledge Center Service (KCS) Implementation – So you’re ready to invest in Knowledge Centered Service (KCS) or a similar knowledge management process, and you are looking for ways to justify the investment required to ensure a successful implementation. In case you are not familiar with the term, KCS is a business methodology that was developed by the Consortium for Service Innovation™ (CSI, www.serviceinnovation.org).  KCS

Proven Method for Increasing CSAT

Proven Method for Increasing CSAT

– Improving product quality and increasing self-service effectiveness are two undisputable ways a company can increase customer satisfaction. –   However, many companies don’t realize that the keys to advancing in both these areas are all contained in their unstructured data inside their customer case (or incident) management system. The customer case management system holds every product issue that a client has reported to your company. When more customers are

Unstructured Data Analytics for Customer Service