Author: David Kay
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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…
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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.
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How to Measure Social Media for Support
It’s great that we can communicate through social. But it raises a question: how do we measure the effectiveness of social media for support?
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Lessons from the 2014 ASP “Ten Best Web Support Sites”
in Self ServiceEvery year, it’s a little like Christmas in the summer: the Association of Support Professionals releases its flagship report, The Year’s Ten Best Web Support Sites. (You can get your copy here.) Companies submit papers describing their support websites, their key features, challenges, lessons learned, and business results. Then a panel of expert judges,…
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KCS: Prove Real Value, Real Quick
The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and supporting their ongoing commitment to KCS. Like many support organizations today, our customer is under pressure to do more with the resources they have. This…
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Free Your Knowledge Base
Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
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KCS in the Real World
Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.
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KCS for the Rest of the Enterprise
You know KM works. You probably want to share the good news. But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation. In Support, we know it doesn’t have to be like that. In Support, we use KCS. And KCS works.…
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Creating Customer Empathy in Executives
An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture. His company, like many, was built on a foundation of technical excellence. Its leaders climbed the ladder based on their programming prowess and reputation. Of course, they wanted to do the right thing by their customers—but the…