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. […]
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 […]
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 […]
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 […]
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 […]
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 […]
The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities. I encourage you to […]
Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise […]