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88% say cloud computing cuts costs

Mar 13, 2013 7:08:13 PM

Cloud computing is proving its worth.

Now THAT'S Scalability

Mar 11, 2013 6:22:50 PM

I haven't started an essay with a Websters' definition of Mr. Evans' fifth-grade class, but here goes:

Marissa Mayer and the Telecommuting Kerfuffle

Mar 7, 2013 12:42:32 AM

Forrester says that 34 million Americans work from home at least occasionally today and 63 million will in 2016.

I'm Sorry Sir, That's Impossible

Mar 4, 2013 4:13:47 PM

I am not sure why the travel industry provides the best stories for customer service, but alas, it is.

When in Rome

Mar 1, 2013 3:36:09 PM


I was sitting in the airport in Rome waiting for my flight to Frankfurt (where I would change planes to San Francisco). My Rome-to-Frankfurt flight was delayed, initially for 30 minutes and then for 2 hours. It was obvious that I was not going...

Spring Training: What baseball can teach us about metrics

Feb 25, 2013 6:23:04 PM

More than any other sport, baseball is fixated on metrics. And in business, contact centers are similarly obsessed with collecting data and measuring performance. But as Moneyball showed us, data can only provide knowledge when it is the right data...

Branching customer surveys with chat

Feb 25, 2013 3:45:15 PM

What’s better chat than chat? The ServicePattern chat feature supports the same scenario mechanism that runs call scenarios. This means that chat sessions can be completely computer-interactive (of course, with an option of agent connection at...

Surprising survey results

Feb 21, 2013 4:16:50 PM


What Nemo Can Teach Us About Travel Assistance

Feb 12, 2013 4:45:15 PM

The east coast of the US just got slammed by a huge snowstorm. Over 5,000 flights were cancelled. Have you ever been is a busy, noisy airport when you are trying to rebook your flight? I have more often than I care to remember. I have a modest...

Surveys Alone Are Not the Answer

Feb 11, 2013 5:48:10 PM

Donna Fluss gets it right in this destinationCRM article about the non-use and misuse of surveys. She hits the very important point that “the organizations that deliver great service do something that others don't—listen to their customers and apply...

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