This is the first in a series of four blog posts about taxonomies. In this one, it’s my job to explain why what sounds like an incredibly dry topic really makes a difference. In succeeding posts, I’ll describe what makes a good taxonomy, provide a step-by-step approach to creating yours, and lay out some common […]
You Need a Dedicated KCS Program Manager
If you don’t have a plan for having dedicated KCS℠ program management, we won’t lead a KCS Design Workshop for you. (With regret.) You’ll be wasting your money and our time. Our fourteen years of doing this have taught us a few things about what works and what doesn’t. A dedicated KCS Program Manager works; […]
Implementing Technology: Cow Paths Bad; Goat Paths Good
At Dreamforce last week, conversations turned to good and bad ways of implementing a new CRM system—and really, any enterprise technology that’s helping automate business processes.
Knowledge Domain Experts: A Little Structure Really Helps
We usually let KDEs on their own. Earlier this year at the Consortium for Service Innovation’s annual member summit, I learned what works better, thanks to an insightful and informative presentation by Peter Case, Knowledge Services Manager at PTC
KCS℠ v6: Support’s Time to Shine
The Consortium for Service Innovation just released Version 6 of the KCS Practices Guide, along with a document that lays out the principles and core concepts of KCS. V6 isn’t just an incremental improvement to KCS; it’s a game changer that can put us in the driver’s seat of knowledge management for the whole enterprise. […]
Keeping Communications Simple and Fun: ANCILE Does It Right
I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me permission to share with you. (HT: CM). Something we always encourage is a very quick video demo of how to capture, structure, and reuse in […]
Customer Effort Score (CES): The One Best Question for Transactional Surveys
We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.
Transparency: A Personal Reflection
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.
Intelligent Swarming: An Update
I recently attended a Consortium for Service Innovation team meeting on intelligent swarming. We got updates from PTC, Cisco, Red Hat, Sage, and others about how swarming was working in their support centers. Eleven years after our first presentation to the Consortium about swarming (which we then called “Betty,” for obscure reasons), I think it’s […]
Knowledge Management vs. Content Management
Over the years, we’ve been asked frequently about the overlap between knowledge management (KM) and content management (CM). A recent spate of these questions had me revisit some work I’d done with a KM vendor some years ago to share it with you.
