Monthly Archives: October, 2011
Uncovering Actionable Intelligence to Eliminate the Insight Deficit
It’s no secret that data is growing in size and complexity; even more importantly, the vast majority of this data is unstructured, making it difficult to categorize, understand and manipulate. It cannot be housed in traditional databases and it cannot be understood as a whole. This information is siloed, by systems, departments, geographies, and type. [...]
Poor Customer Service + Amazing Technology Still Equals Poor Customer Service
I watched a news clip from the Today Show last week about Boeing delivering their new Dreamliner 787 to Japan’s ANA airlines. What a beautiful machine, developed over the course of several years (3 years late to be exact) with 100’s of millions of dollars invested. The new features of the plane are all intended [...]
Knowledge Insight Means Big Money in Customer Service
As a rule of thumb in customer service, financial models show that any ticket not resolved quickly – due to lack of insight – will see its cost roughly triple. When you factor in research time to gain insight, contact and context re-establishment time, having to bring other people into the mix to resolve a [...]