Jody Pellerin
Jody Pellerin is the Director of Marketing for PhaseWare, Inc. a provider of customer service and support software. PhaseWare helps companies optimize customer service and support with powerful, affordable solutions for incident management, knowledge management, SLA management, and more. Pellerin has authored several white papers and case studies about customer service and support practices including using live chat, optimizing multichannel support, and a guide for on-premise versus on-demand software.
Answer: They are all customers. I know you may not be used to thinking of them that way, but that is what they are. Anyone...
A couple of years ago Bob Thompson of CustomerThink talked about some of the issues around becoming "customer-centric". Problem #2 was the inability to...
Video excerpt about customer experience from Forrester's Marketing Forum 2007. Forrester Research Principal Analyst Kerry Bodine. An excellent explanation of what customers really care about....and...
Multitasking has been the watchword for over a decade. It seems that half of all job listings have multitasking as a required skill. We...
Answer: They are all customers. I know you may not be used to thinking of them that way, but that is what they are. Anyone...
Consumer Business Reports released a new customer service study according to Tamara Schweitzer Rabin. I doubt if any of the results were surprising since...
Sarah Green of the Harvard Business Review posted a blog yesterday that pointed out the most important ingredient of great customer service....the ability and...
I just read an article from HealthIT Exchange and it pointed out some of the weaknesses many EMR/EHR systems have in capturing data. These...
"We are in the Customer Service industry yet we just happen to fly airplanes." Southwest Airlines Is this how your company sees your business? This…
"We are in the Customer Service industry yet we just happen to fly airplanes." Southwest Airlines Is this how your company sees your business? This…
FurstPerson did research to find out the most highly rated competencies for the job family of customer care and found the #1 agent competency...
What if, when his immediate presence was requested by his inventor boss, Thomas Watson had told Alexander Graham Bell that he was only available...
This past Sunday there was a Dilbert cartoon that I could really relate to. With the emphasis on customer service, satisfaction, and experience,...
Every sturdy structure needs a solid foundation. In customer service and support the best foundation is a knowledge base that holds the answer to...
In the Sunday Dallas Morning News was a book review of Patricia Sigmon's "Six Steps to Creating Profit". The reviewer introduced the steps and...
You can't have a conversation about customer service without eventually (or even opening the conversation) with Zappos. Here is a company that has been around...
Conventional Wisdom states: If you don't measure it, you can't improve it. And it is conventional wisdom because it's true. Just as in a scientific…