Posts tagged as:

knowledge management

First Look – Be Informed

November 16, 2008

Last week I got a chance to catch up with a Dutch company in the decision management space – Be Informed. Be Informed arose out of work within a big systems integrator building complex processes, especially in government, that was unable to find good tools for case management and complex knowledge-based processes. The company [...]

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Are your live agents helping or hurting you with customers?

October 17, 2008

Randy Saunders had a great post over on the Perfect Customer Experience -Can I please speak with a live agent? In it he has a great quote:
Forester’s study finds that 45 percent of consumers prefer to speak with a customer service agent to answer questions and resolve service issues, yet most walk away from customer [...]

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First Look – Cogito

July 2, 2008

Neil and I caught up with Expert System, a Semantic Intelligence company, last week to discuss their Cogito product. Expert System is based in Italy, has 145 employees and originally worked on spell checkers for Microsoft. While they have a lot of business in Europe they are now growing in the US. Their core pitch [...]

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Today’s teenagers, tomorrow’s workforce

January 31, 2008

Two posts caught my eye last night – 5 questions a teenage kid might ask if starting work at your business today by Mike Sarokin on the EDS blog and Vinnie Mirchandarni’s follow up here. As the parent of a college student myself I had to chime in.
It seems to me that not only [...]

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