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management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.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 […]
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, […]
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: […]
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 […]
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 […]
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, […]