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Ashley Furness

Ashley Furness
Ashley Furness is a technology analyst for research firm Software Advice. She has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal. Before joining Software Advice in 2012, she worked in sales management and advertising.

5 Job for the Future Customer Service Organization

Customer service recruiting used to be really straightforward. You needed agents to man the phones and managers to monitor performance. Both positions are relatively...

How Zappos Lesson Does Customer Service Metrics

Shoe and apparel seller Zappos is renowned worldwide for exemplifying exceptional customer service. The company's founder and CEO Tony c wrote a book, Delivering...

Watch Out Siri, Lola and Nina are Making Waves in Customer Service

The rapid proliferation of smartphones and an appetite for more personal self service has sparked a new dawn in mobile customer service innovation. Developers...

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