Archive for July 2007

10 Best Practices to Increase ERMS Success

July 30, 2007

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. Email Response Management Systems, currently used by 45% of SSPA >$1B members, can improve service levels for customer emails by auto-responding to repetitive questions, auto-suggesting replies to agents to streamline email processing, and auto-routing inbound emails to the correct person or group, eliminating manual reviews and routing.  Based on customer case studies and technology partner interviews, SSPA Research has identified the following 10 Best Practices to maximize the effectiveness of your ERMS. (more…)

Improving Performance Reporting with PureShare

July 19, 2007

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 360 degree view of the customer, as well as tracking scores of operational metrics, but they were missing the strategic view.  How do you mine the chaos of information to derive true business intelligence?  One of the issues is that every software application comes with its own report writer, and typically you need to merge data from multiple sources to do strategic reporting. 

Enter PureShare.  Our newest SSPA partner features 2 main products: 

  • PureShare ActiveMetrics™ – a web-based performance management application that automatically derives key metrics from multiple applications, making readily available composite views of Key Performance Indicators (KPIs) in the context of targets and objectives.  
  • PureShare ReportRouter – a web-based framework that delivers true self-service enterprise reporting and automates the generation and distribution of traditional reports over the web. 
  • (more…)

Best Practices for Successful Online Communities

July 17, 2007

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 paper I did with Salesforce.com:  Customer Service 2.0.

Launching an online community requires a great deal of planning, marketing, and in the beginning, a lot of internal resources.  Based on member and vendor interviews, here are five key best practices for successfully launching a new community. (more…)