We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.
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management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.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. And KCS works for other parts of the company, too.
In 2006, my industry colleague Francoise Tourniaire and I wrote a book called Collective Wisdom: Transforming Support With Knowledge. At the time, we billed it as the first book on knowledge management for the support industry; as time passes, I think it’s increasingly safe to call it the only book on KM for support… By […]
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, we’ve been working on a video, The Disconnect, which we’re premiering at the bottom of this post. I hope the video speaks for itself (and […]
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 […]
Regular readers of this space know we generally like to talk about the interesting things other people are doing in the world of knowledge management, self-service, and social support. But we’ve been busy working on a number of new offerings, and we wanted to celebrate their launch today. KCS Practices v5 Certification is now part […]
I was going to do a “New Year’s Resolutions for Knowledge Program Managers” blog post, but really, it’s the Tuesday after New Years. Who wants to be nagged? So I decided to highlight some of the things that we think are new and notable in the world of KCS and KM. KCS practitioners get industry […]
Welcome to the new DB Kay & Associates Website! We are pleased to announce our long overdue update, and we can’t wait to get your feedback. (Once every five years, whether it needs it or not.) In addition to the new design, there’s updated content. Behind the scenes, we’ve moved to the WordPress content platform, […]