Part 1 - Introduction Part 2 - Strategic Measurement Framework Part 3 - Design Part 4 - Validation Part 5 - Implement Part 6 - MeasureIf you have not been following the series - or for a refresher - please read the previous entries. I was always bothered by the shallow measurements in two critical …
Continue reading "A Methodology for Crafting Awesome Experiences – Part 7"
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 than necessary, fail to calculate costs beyond technology, or improperly staff the project (wrong skills …
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 family and friends to Facebook, and my daily routines to Twitter. I also frequent blogs, …
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 captures identifying information to pass along . Is the perfect attendant and can scale to …
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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 it is we reach the last of the 4 phases of crafting awesome experiences: measurement. Whenever …
Continue reading "A Methodology for Crafting Awesome Experiences – Part 6"
