Smarter Agent Performance Management
I read a lot these days about how companies should pay more attention to contact center agent or customer service…
Computer Glitch Costs Millions
American Airlines suffered a computer outage due to a software problem in both their main and backup systems, according to…
The Amateur Data Scientist and Her Projects
With so much data available for free everywhere, and so many open tools, I would expect to see the emergence…
Tracking Google Adwords Results in Salesforce: A How-To Guide
This post explores a simple way to see Google Adwords results inside of Salesforce, using Google Analytics Campaign tags. To…
The Future of Customer Service
The best part of my job is that I get to talk to people, lots and lots of people. I…
First Look: Decisions
I caught up with the wonderfully named Decisions recently. Back in the 90s the founders started OOP.com to separate what…
Managing Details in Long-Range Planning
Ventana Research recently completed an in-depth benchmark research project on long-range planning. As I define it, long-range planning is the formal quantification…
Technology Project Nightmares
From scope creep to sales creep, technology project fears that will make you screamIt’s a scary notion, beginning a new…
Managing Unstructured Data: The Next BI Point of Emphasis
Managing vast amounts of data within internal systems has always been a challenge. But with the rise of the cloud,…
