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Comment on Don’t Be Afraid; Embrace Change by KANA: Change Redux « KANA Global Consulting Services Blog

KANA: Change Redux « KANA Global Consulting Services Blog — Fri, 13 Nov 2009 19:02:05 +0000

[...] this year, in a previous post, I noted that change is the one constant in business and in life. Change is good as long as it [...]

Comment on Don’t Be Afraid; Embrace Change by KANA: Change Redux «

KANA: Change Redux « — Fri, 13 Nov 2009 18:11:51 +0000

[...] this year, in a previous post, I noted that change is the one constant in business and in life. Change is good as long as it [...]

Comment on The Ants Go Marching by Anne Wood

Anne Wood — Thu, 12 Nov 2009 15:50:48 +0000

I like this analogy Mark. It’s simple and it makes sense. Doing it in the customer service world is somewhat more challenging but I’m looking forward to see how is should be done.

Comment on SEM Is Here! by New Contributors Joining our Blog « KANA Global Consulting Services Blog

New Contributors Joining our Blog « KANA Global Consulting Services Blog — Thu, 15 Oct 2009 23:05:07 +0000

[...] Our other blog, Speak Out, provided KANA’s executive management with an outlet for sharing their insights regarding the emerging technology category of Service Experience Management. [...]

Comment on Inspiring the ‘Reps by John Caddell

John Caddell — Tue, 25 Aug 2009 20:36:46 +0000

Mark, thanks for reading my post and adding your own thoughts to the discussion. It’s so easy to get star-struck by CEOs being in the news all the time, and then forget that the front-line groups hold a great deal of the company’s value proposition in their hands.

regards, John

Comment on Do’s and Don’ts for Keeping Customers Happy in Tough Times by Krjstevens

Krjstevens — Sat, 01 Aug 2009 01:09:34 +0000

COX Communications is one such company that should have heeded your warnings!They have gone down hill in the service department in this economy and now is not the time to do that!!

Comment on PART 1: The Two-Fingered Salute! by Silos: Why Your Technology Just Isn’t Getting the Job Done «

Silos: Why Your Technology Just Isn’t Getting the Job Done « — Mon, 22 Jun 2009 18:01:11 +0000

[...] They stare perplexed at the puzzle of open windows on their desktop, configure their hands in a two-fingered salute, and ALT+TAB their way through each customer interaction. This lack of control often forces agents [...]

Comment on PART 1: The Two-Fingered Salute! by PART 2: Regaining Control—For Yourself and Your Agents «

PART 2: Regaining Control—For Yourself and Your Agents « — Tue, 26 May 2009 21:46:12 +0000

[...] over the customer experience means technology that works for you, not against you (see Part 1). The starting point for getting your technology under control is insuring your technology works [...]