All in Customer Support
Developing a Basic Model for Data Analytics Project Selection
One of the benefits of focusing on behavioral outcomes as a way of assessing the effectiveness or usefulness of improved data analytics is that behavioral outcomes are potentially measurable.
Who Cares About Digital Government Services?
People also have different channel preferences depending on whether they are alone or with others, are on the road or at home, or are seeking a quick bit of information, performing an infrequent transaction, or are doing serious or complex research with significant health or financial consequences.
Is Making the CFPB’s Consumer Complaint Database More "Open" Good Or Bad?
Realistically it’s also impossible to control what people say online about companies. Just type the name of any large company into the Google search engine followed by the word “sucks” and you’ll see what I mean.
Does Replacing Freedom of Information Request Handling With Open Data Based Self Service Reduce Operating Costs?
What I would really like to see are numbers on how making data “open” impacts the costs of providing citizen responsive services.
Duck Hunting and the Future of Customer Support
Selling new tools is easy. Figuring out how to orchastrate all the resulting business process changes — including better coordination in customer support management — is more difficult.
Comcast Must Die
I feel sorry for Comcast customer support staff. I really do.
Matching Technological Literacy with Delivery of Government Services
Is the “open government” movement’s emphasis on technology creating two classes of citizens based on technological literacy?
Better Org Charts Will Improve Government Agency Transparency and Accountability
Making sure that a meaningful org chart is available, precisely because it is a public statement about responsibility, might just be one of the simplest and most direct methods we have for promoting government program transparency and accountability.
Forget “Best Practices.” Think “Best People” Instead.
A major assumption is that “practices” needing improvement will actually stand still long enough to be measured, modeled, compared, then improved. That may not be a good assumption to make.
The EPA's Mobile Web Site is Great (except for one thing)
I’m impressed with the U.S. Environment Protection Agency’s mobile web site.
I found Going overboard with Social CRM by Gartner’s Michael Maoz to be a discouraging read.
Two Simple Organizing Models for Communication Program Planning
Sometimes I need to be whacked on the side of the head to keep things simple.
In How the Trends of 2000-2009 Will Shape Performance Improvement in This New Decade, Debashis Sarkar, a writer for Six Sigma & Process Excellence, lists as number 1 the following trend:
Maddie Grant’s recent comment about everyone in an organization having responsibility for “community management” is a good one:
How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?
In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations:
“Most Folks Belong to Several Communities” — this is one of the points made by Jeremiah Owyang in his discussion of replacing the term “Audience” with ‘Community.”
How Involved Should Customers Be in Managing Their Own Technical Support?
Last week I wrote about my experiences when my main laptop computer died. The bright spot was that I learned about the value of remotely-sourced database access through my use of DabbleDB. The dark side: my experience with my computer vendor’s Gold service plan.
Looking back, I can see advantages and disadvantages of using social media and social networking technologies as components in overall customer and technical support situations.