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 not necessarily that these individuals
Customer Service, Management
- 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 working with customer comments to
Text Analytics
March 23, 2017

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,  KCS is a “just-in-time,” demand-driven
Knowledge Management, Text Analytics
- 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 reporting the same issue, they
Knowledge Management, Text Analytics