Author: David Kay

  • Metrics Myth Four: If We’re Doing a Great Job of Delivering Customer Satisfaction and First Contact Resolution at High Efficiency, We’re Doing a Great Job of Support

    Metrics Myth Four: If We’re Doing a Great Job of Delivering Customer Satisfaction and First Contact Resolution at High Efficiency, We’re Doing a Great Job of Support

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      Because, you know, that’s what support does.  Close cases.  Quickly.  In a way that satisfies customers.  Mission accomplished; let’s grab a beer! Not so fast. This myth begs the question of why the Support organization exists.  Because most of the activity, headcount, and budget are tied up in closing cases, it’s easy to assume…

  • Metrics Myth Three: Managers Should Set Ambitious and Inspiring Goals

    Metrics Myth Three: Managers Should Set Ambitious and Inspiring Goals

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    Yes, but.  This is one of these partial truths where getting the details right really matters. Followers of popular business books will recall the BHAG—the Big Hairy Audacious Goal—proposed by James Collins and Jerry Porras in Built to Last.  These goals are long-term, viewed as a long shot by outsiders, but considered possible by insiders. …

  • Metrics Myth Two: Support Leaders Should Have Direct Control Over their Metrics and their Goals

    Metrics Myth Two: Support Leaders Should Have Direct Control Over their Metrics and their Goals

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    “Men at some time are masters of their fates.”Cassius, to Brutus, Julius Caesar, Act I, Scene 2. It’s almost axiomatic that we should sign up for goals only if we have control over achieving them.  In Julius Caesar, Cassius berates Brutus for allowing himself to be treated as an underling; so to, conventional wisdom says…

  • Support Metrics Myth One: Goals Should be SMART

    Support Metrics Myth One: Goals Should be SMART

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    Metrics always seem to be a favorite topic of conversation.  At a recent CSI program team meeting, I was comparing notes with the Consortium’s Melissa Burch about some of the ways that metrics are misused in our industry.  Earlier in the year, my Third Tuesday collaborator, Francoise Tourniaire, and I led a talk on how…

  • Little Data

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    You can’t escape hearing about Big Data right now—it has replaced “cloud” as the current hot buzzword in tech.  The idea is pretty simple: it’s easy to gather huge volumes of data from Internet clickstreams, scientific instruments, roadway sensors, and all the other collectors of digital information in the world…but it’s not always easy to…

  • Support Culture, Stress, and Wellness

    Support Culture, Stress, and Wellness

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    At last week’s Consortium for Service Innovation Member Summit, we heard a keynote from Dr. Kelly Travers, a physician and neuroscientist.  Her topic was “wellness,” and I confess I rolled my eyes a little bit.  I was hoping for deep discussions on knowledge and collaboration, and I didn’t especially feel like getting lectured about eating…

  • From Article Quality to Resolution Quality

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    [Editor’s note: the quality process that this post describes is now part of the KCS v6 Practices Guide under the name Process Adherence Review (PAR). What we called the Resolution Quality Index (RQI) is similar to a measure described in the Practices Guide as the Contribution Index. Also, what this post calls the Article Quality…

  • Opportunity: A Survey (with a Report!)

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    I just got a note from our friends at ServiceXRG.  They’re doing a survey that some readers of this blog may be interested in participating in.  Pasting from their email: I want to drop you a note about a KM study I am doing…It is a two-part study to examine how and where customers (Knowledge…

  • How to Create a Knowledge-Sharing Culture (Part 2 of 2)

    How to Create a Knowledge-Sharing Culture (Part 2 of 2)

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    …Continued from last week. What’s worked for you? ps – we’ll talk about all this and so much more at the upcoming KCS Foundations Workshop in the San Francisco / Silicon Valley area, October 10-12.  Find out more and register. (*) 2012 TSIA Member Technology Spending Report: Support Services: Adoption, Satisfaction and Planned Spending Across…