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