Month: July 2009

Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation Part 5 – Implement Part 6 – Measure If you have not been following the series – or for a refresher – […]

Failure is far easier to achieve than success. Gartner concluded in a recent study that among all new enterprise initiatives, ninety-percent (90%) fail to have measurable success. They either expect inordinate returns, aim for unreachable goals, allocate far shorter time […]

It’s time to formalize your role as community manager. You have several communities in your life already.  The different aspects of your life before have now become online communities.  In my case, my professional network has moved to LinkedIn, my […]

IVR systems get no respect. An IVR could be considered a great addition to a call center.  It handles all incoming calls, resolves the simple requests for service through interactive applications, routes the calls to the most appropriate agent, and […]

Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation Part 5 – Implement If you have not read the previous five parts, please do so to understand the context. And so […]