10 Best Practices to Increase ERMS Success

I recently published a research article entitled “10 Best Practices to Increase ERMS Success,” and thought an abbreviated version would be good to share with the blogosphere. For SSPA members, the full article can be accessed here.
SSPA Benchmark data shows that customer email volume has increased while the service levels of email incidents have declined. [...]

Improving Performance Reporting with PureShare

I spent some time yesterday with a new SSPA partner, PureShare.  This technology addresses one of the most frequently voiced business problems of SSPA members:  a need for better reporting and analytics.  At one of the last Chief Service Executive Offsites, the #1 complaint from attendees was that they had spent 10 years creating the [...]

Best Practices for Successful Online Communities

I apologize for neglecting this blog for the last week.  I went to Washington DC to speak at the American Management Institute, and had a heck of a time getting home due to thunderstorms in DC and Chicago.  In lieu of a technology briefing, I thought I would post an excerpt from a new white [...]