customer service

Live Training: Brainstorm Chicago Decision Management and Business Rules 101

We are teaching Decision Management and Business Rules 101 as part of Brainstorm Chicago April 28, 2014

Decision Management and business rules allow the effective automation of decision-making combined with increased business agility. Adopting decision management and business rules technology improves customer service, enables 1:1 marketing, increases straight through processing and more effectively leverages scarce resources.

This course delivers a proven and standards-based approach to identifying, understanding and automating business decisions. With examples drawn from a variety of industries and use cases, this course emphasizes the modeling of decisions and the importance of managing both decisions and business rules over the long term. In addition the course shows how effective decision management simplifies and improves busines

Online Decision Management and Decision Modeling training in February

We are running our “Decision Management and Decision Modeling” online in February.

This 6-session online live training class will prepare you to be immediately effective in using the Decision Management approach and a modern, collaborative and standards-based approach to decision modeling.You will learn how to identify and prioritize the decisions that drive your success, see how to analyze and model these decisions, and understand the role these decisions play in delivering more powerful information systems. This course is newly designated an IIBA Endorsed Course so you will earn 9 PDs/CDUs for attending.

Sessions begin at 10am Pacific/1pm Eastern and are 90 minutes in length. The 6 sessions spread over two weeks:
February 4,5, and 6
February 18,19, and 20

Decision Management, of course, is a proven approach for adopting business rules and pr

Decision Management and the idiocy of “video bills”

Listening to Marketplace I heard a piece on AT&T’s new “video bills.” Now I am sure this sounds cute to the folks in the AT&T marketing department and you can just hear the conversation can’t you? Someone points out that people hate their bills, that the customer service people are deluged with people calling who don’t understand […]

What The Economist doesn’t know about the magic of customer service

The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said […]