Most of the business books I read don’t leave much of an impression. These are the ones that did.
What is KCS® v6 Certification?
Are you interested about all the recent talk around Knowledge-Centered Service (KCS) v6 Certification? We thought it might be helpful to answer some common questions and provide some resources. What […]
KCS Case Study: Extreme Networks Does It Right
The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities. I encourage you to […]
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management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.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. And KCS works for other parts of the company, too.
Reflections on Collective Wisdom on the Occasion of its Release as an Ebook
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 […]
The Disconnect (Video)
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, […]
Feedback: Style Matters! Allscripts Does It Right
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]
Opportunity: A Survey (with a Report!)
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: […]
Is Your KCS Really KCS?
The good news is, KCS is getting more popular. The bad news is, lots of organizations say they’re doing KCS…but they’re actually doing something different. And, unsurprisingly, they’re not seeing […]
Summer Reading! Reamde
Look at all the good stuff you’ve queued up onto your Kindle or iPad. But don’t you think we deserve some good escape fiction after all that work stuff? We’re […]