Should we approach KCS in a more positive way? For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them. That’s how we’re wired. We often approach KCS the same way—as a series of problems to be solved: Middle managers are undermining the program! Everyone says they’re too […]
Essentially every job in our economy has changed overnight. Each of our situations is different. But from talking with clients and extrapolating from current state, here are some common themes.
I’m pleased to let you know that we now have a LinkedIn Learning (formerly Lynda.com) class: Customer Service Using AI and Machine Learning.
We were at an industry conference a couple of weeks ago where we saw a lot of dashboards. Dashboards were in every presentation. Every vendor demo featured at least one. There was enough red, yellow, and green all around it sometimes felt like midtown Manhattan at rush hour. This bothered me, and I wasn’t sure […]
We’re doing a webinar with the KCS Academy called KCS in Action: Coaching and Licensing on October 2. In this blog post, we’re providing a sneak preview of one of the topics we’ll be covering: picking KCS coaches. We have never been part of a successful KCS implementation that didn’t also have a healthy coaching […]
Most of the business books I read don’t leave much of an impression. These are the ones that did.
VoC to the Rescue One of our clients does a fantastic job supporting a critical and complex hardware, software, and wireless networking solution. But, they faced a familiar challenge: since customer satisfaction was so high, the C-suite wondered aloud if they were overinvesting in Support. Support budgets came under increasing scrutiny. Fortunately, this company has […]
We’re covering a big topic, so this is a longer post than usual. TL;DR: Apply KCS principles to Content Management, too. We’ve written before about the differences between KM and CM (see Knowledge Management vs. Content Management). Briefly, KM focuses on short structured articles that are about one thing, while CM focuses on longer-form content […]
The Association of Support Professionals (ASP) recently published a report entitled The Changing Expectations of Support (membership required, and I encourage you to join if you haven’t!). It’s eye-opening. The clear message is, what was good enough no longer is. Here are some of the thoughts I shared with Al when he interviewed me for […]
Having said why it’s important to get taxonomies right, and what makes a good taxonomy, I should let you know how you can do taxonomy design on your own. In our taxonomy workshops, we facilitate organizations through this design process: Take an inventory. What taxonomies are currently in use by marketing, the marketing website, user communities, […]