Problems just keep getting harder for

customer

service

organizations.

Upcoming Events and Industry Resources:

Webinar - CRM magazine Web Seminar

Industry best practices: Knowledge-centered support

 

Podcast -  Another great way to access the latest in knowledge management principles.  Try it out!

 

SSPA publishes DB Kay advice on Writing Effective RFPs, Delivering World-Class Self-Service, and Picking the Right KM Model

 

Access HDI Presentations (membership login required)

· Knowledge-Centered Support:  Best Practices for Knowledge Management

· Self Service Effectiveness: It’s All About the Users

· Getting Started with Peer Support Communities  

 

 

ASP Essentials

The Association of Support Professionals (ASP) names Collective Wisdom: Transforming Support with Knowledge as recommended reading on their  Essential Book list which covers key topics on Support and Services.

 

Collective Wisdom - Transforming Support with Knowledge.  Francoise Tourniaire and David Kay announce the launch of their new book.  Collective Wisdom is the first book on knowledge management for the support industry. 

 

Press Release…        More Info...        Buy the Book....

Replay - Listen to the webinar discussing the top five best practices that make the leading users of remote support technology stand out from their peers

 

Web Article - Learn how many companies are turning to remote access solutions that grant employees entry to networks, applications and devices no matter where they happen to be in the world

A leading provider of training and consulting for knowledge management, self-service, remote access, and collaboration. With DB Kay's proven offerings, support organizations receive:

· Happier and more

loyal customers

· Lower resolution costs

· Higher margins