Biographical Information

Articles by Mark Angel

A Modern Approach to Customer Support

Leveraging the Concepts of Web 2.0 for Self-Service and in the Contact Center The world has changed. Top-down command and control models are obsolete. Today, the road to success means empowering customers with Web 2.0 technology and then enabling users to manage their own experiences while simultaneously contributing back content and knowledge beneficial to all.

Cost Savings and an Enhanced Customer Experience

Retail banking, insurance, brokerage and wealth management share the common objective of providing specialized and personalized customer service and support. In these increasingly competitive markets, providing excellent service can add significant differentiation and increase customer loyalty. The challenge is balancing the cost to provide such service with the relative value of the customer. Routing strategies can help match the customer to the appropriate level of services...

Adaptive Search and Resolution for Service and Support

If lowering costs, closing more issues at first contact, or increasing customer satisfaction are on your contact center’s to-do list...

Extending Support with Collaborative Forums

You know your company and products are special, and your customers feel that way, too. That’s why they want to participate in collaborative forums. They learn from other expert customers, gain recognition, build their reputation, let their needs be known and become part of a community. With collaborative forums, customer participants are engaging on their own terms and volunteering their support to help others. A wide range of companies, such as Novell and Business Objects, have implemented forums to enhance their KM strategies for supporting complex products. . . .

The New Business Intelligence