Category: Culture
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Metric Myth Five: There Are Good Industry-Standard Measures. Use Them.
(A quick note to start: our February KCS Foundations Workshop is filling up. If you or a colleague are interested, now would be a good time to register.) It’s a cliché that you get what you measure. So before we start picking from the standard list of reports provided by your KM, CRM, or BI…
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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
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…
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Metrics Myth Three: Managers Should Set Ambitious and Inspiring Goals
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. …
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Metrics Myth Two: Support Leaders Should Have Direct Control Over their Metrics and their Goals
“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…
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Support Metrics Myth One: Goals Should be SMART
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…
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Support Culture, Stress, and Wellness
in CultureAt 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…
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How to Create a Knowledge-Sharing Culture (Part 2 of 2)
in Culture…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…
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How to Create a Knowledge-Sharing Culture (Part 1 of 2)
in CultureHaving looked at signs of a bad and a good culture for knowledge-sharing, respectively, it’s time to get to work. How can we make sure we’re setting our knowledge program up for success? I didn’t always think this stuff was important, by the way. I started my work in knowledge management on the technology side,…
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What Does a Good Knowledge Sharing Culture Look Like?
in CultureLast week, we examined what a bad knowledge-sharing culture looks like. That’s a pretty easy list for all of us to make, unfortunately; even if we’re blessed not to work in one, we’ve all seen Dilbert or Office Space. The more interesting questions are, “what makes for a good culture, especially as it pertains to…