Smarter Agent Performance Management
I read a lot these days about how companies should pay more attention to contact center agent or customer service…
Tracking Google Adwords Results in Salesforce: A How-To Guide
This post explores a simple way to see Google Adwords results inside of Salesforce, using Google Analytics Campaign tags. To…
The Future of Customer Service
The best part of my job is that I get to talk to people, lots and lots of people. I…
First Look: Decisions
I caught up with the wonderfully named Decisions recently. Back in the 90s the founders started OOP.com to separate what…
Managing Details in Long-Range Planning
Ventana Research recently completed an in-depth benchmark research project on long-range planning. As I define it, long-range planning is the formal quantification…
Technology Project Nightmares
From scope creep to sales creep, technology project fears that will make you screamIt’s a scary notion, beginning a new…
Managing Unstructured Data: The Next BI Point of Emphasis
Managing vast amounts of data within internal systems has always been a challenge. But with the rise of the cloud,…
Can We Automate Data Mining?
That’s a big question! Back in 2006, we started the discussion on Data Mining Research, with the post about the…
Business Intelligence: The Importance of Time to Value
The BI market place is flooded with messaging from vendors saying they can provide analytical platforms and access to information…
