Biographical Information
Articles for Brian Kelly
Positive Reception on Every Channel
18 Jan 2005
The low-cost channel isn't always the right channel for customer service.
Achieving Customer Service Success Through Service Resolution Management
04 Oct 2004
There are three steps of customer service transactions--routing, case tracking, and service resolution.
Web Collaboration Creates a Satisfying Customer Experience
26 Jul 2004
Superior service on the Web is about helping customers resolve their service issues immediately.
Improving Customer Service Across Industries
06 Oct 2003
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.