Biographical Information
Brian Kelly

Articles By Brian Kelly
The low-cost channel isn't always the right channel for customer service.
Posted 18 Jan 2005
There are three steps of customer service transactions--routing, case tracking, and service resolution.
Posted 04 Oct 2004
Superior service on the Web is about helping customers resolve their service issues immediately.
Posted 26 Jul 2004
Organizations seeking to provide a universal view of customer information must deploy knowledge-powered central databases that can store and automatically present all important and relevant data for a customer.
Posted 06 Oct 2003
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