Context

I have been evangelizing non stop for the last two years to my customers and to companies that they need to start thinking about how they can use technology to bring context to situations in service. I have used the tag line, "The right information, in front of the right person, at the right moment in time" as a line that helps me to communicate the importance of information management. In call centers this is especially true, as there are so many ways to get information but not always the right information at the right time.

In one of my earlier posts this year I talked about decision making engines and how they are changing the landscape of how people are treated in service organizations. This is really the new frontier and I wanted to post an article that continue to drive home this message. If you are a customer service leader and are thinking about these ideas and concepts, take a look at this link below:

http://techcrunch.com/2010/12/08/googles-next-big-thing/

Many of the conversations around context today are centered around location information and how that can drive context. But, I think that enterprises have an enormous opportunity to really drive a different type of engagement if they take the information they currently know and gather during an interaction.

How can you use technology to drive context into your customer service experience?