HBR Kick Ass Customer Service

Customer service takes a turn

There’s an interesting article in the January/February issue of Harvard Business Review by Matthew Dixon and some associates from CEB, a consulting group, about customer service agents that I think is worth a look. Most of us understand the phenomenon that new customer service channels such as social, email, knowledge bases and the like have […]

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Qualitative data—the other stuff

Qualitative data—the other stuff

We’ve become obsessed with big data and analyzing it though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. But in fact, quantitative data is but one kind of data and the information it provides gives […]

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No more denial for WNS as it makes its concerted procurement play

No more denial for WNS as it makes its concerted procurement play

This is era of the emerging BPO provider, as IT services stagnate and clients demand greater personalization and attention from business services firms that have the scale, resources, hunger and technology enablement skills to take on increasing complexity and make sense out of the dataswamps plaguing so many of today’s businesses. One such stalwart of BPO, quietly […]