Biographical Information

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.