What customer satisfaction scale to use? Majority go with 1 to 5.

I receive lots of questions about customer satisfaction programs. One area with lots of disagreement is what scale to use. I’m a fan of 1-5 scales, because I think the increments are realistic for rating a service experience. Also, average scores are always higher on a 1-5 scale than a 1-10 scale. Do customers really [...]

Where the rubber meets the road: Putting innovative technology to work

Our Spring 2009 Technology Services World conference is just a week away, beginning Monday, May 4th at the Santa Clara Convention Center here in Silicon Valley. Recession be damned, we will have near 500 attendees at the event, and registrations are still coming in! Historically, many of our top attended sessions come from [...]

SAP Deepens Functional Coverage in ITSM and Contact Center

I had a chance to do a deep-dive with SAP lastweek in two areas, SAP IT Service Management (ITSM) and SAP Business Communications Management (BCM), and there were some very good surprises along the way. My overall finding is that SAP has made HUGE progress in leveraging strong elements from CRM and other applications [...]

Proactive Chat Proves Hot Topic: Audience Questions from Webcast

Last Thursday I did a webcast with LivePerson about proactive Web chat.  I knew this was an area of interest because I receive so many inquiries about chat, and my blog posts about chat tend to generate a lot of traffic.  The live event yesterday had one of our largest audiences over the last year, [...]

Consona Starts Consolidation Between CRM and Remote Support with SupportSoft Asset Purchase

Over the last 2 years I have made recommendations to many multi-channel service vendors that they consider partnering or acquiring some remote support technology.  To me, it makes perfect sense.  Today’s remote support tools allow access to a wide array of operating systems and devices, including Mac, Linux, unattended servers (creating a market for B2B [...]

Boost Utilization with Proactive Chat

I am doing a webcast next week with our partner, LivePerson, entitled “Can Your Support Center Afford Not to Be Proactive about Chat?” Web chat is always a popular topic with SSPA members, and something I’ve written about before.  Adoption of Web collaboration and Web chat technology has risen in the last couple of years [...]