https://youtu.be/h8YjGpZJMU8 As more companies are exploring and implementing Intelligent Swarming, it has become apparent that the word "escalation" is one we're using all the time, but often we're using it … Continue reading Defining Escalation
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In the services world, especially in support functions, the need to stay engaged, available, and collaborating has never been more critical. The spread of COVID-19 continues to force families, companies, … Continue reading Knowledge Sharing in Uncertainty
Read Predictive Customer Engagement (1 of 3) and (2 of 3) Now that we have explored a model to think about applying Data Analytics and Machine Learning to a closed … Continue reading Predictive Customer Engagement (3 of 3)
Updated 17 March 2020 Consortium Annual Member Summit postponed to September 22-25. The Consortium’s Annual Member Summit is about bringing together a community of passionate people, and it is the … Continue reading Member Summit and COVID-19
Read Predictive Customer Engagement (1 of 3) The Event Loop The work of Consortium member companies on the Predictive Customer Engagement initiative started with a simple question, “How can we … Continue reading Predictive Customer Engagement (2 of 3)
It seems like every discussion today around the future of Support Services, Customer Experience, or Self-Service includes a component of Machine Learning (ML) and how it will revolutionize the engagement … Continue reading Predictive Customer Engagement (1 of 3)
The 2019 Executive Summit was held at the beautiful Lodge at Flying Horse in Colorado Springs last week. We were joined by 27 leaders from 17 different Consortium Member companies, … Continue reading 2019 Executive Summit Recap
When it comes to customer service, knowledge is power. We’ve all been there. A product or service issue crops up and, after exhausting your options, you pick up the phone. … Continue reading Why Knowledge Is Your Best Defense Against Angry Customers
We are pleased to announce that Arnfinn Austefjord will be joining the staff of the Consortium for Service Innovation on June 3, 2019 as the new Global Head of the … Continue reading Welcome Arnfinn Austefjord
The Consortium for Service Innovation is pleased to announce the publication of the Intelligent Swarming: Framework for Collaboration. This post (available as a pdf here) is a recap of that … Continue reading Intelligent Swarming: Collaboration on Steroids