Archive | Customer Service

Time of Ambient Everything?

Just had to repost this here as it is a challenge to context and a move to ambient. Here the original post:   Computerworld – While shopping at the grocery store recently and wearing Google Glass, I got an incoming social media alert referring to a phrase used by the Pew Research Center: “ambient news.” Wait, […]

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Stacked Dorado and Service Experiences

Experiences in service can be changed with time. Companies need to have a definition of service and its quality metrics in order to have a chance to maintain this. My opinion of service in South Africa were challenge at the last moment. And that is good! The dorado did it, well almost, the service made it really delicious.

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Queueless World

Recently at work we have been having some extended discussions about the advantages of the age old “skills based routing” and how it really meets the needs of service centers. Newer technologies are coming which remove this distribution across queues to a more single queue processing (more on that in another post). I would like […]

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Evolution of Customer Care

Today was another #SMChat session which focused on customer service. This tweetchat session is held totally in public view on twitter only using a specific #hashtag. Kind of like a flashmob but only an exchange of opinions here. Here is an assembly of some of the answers provided today.  All this is just an extract […]

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