Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise […]
Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor
Industry surveys ask. Colleagues ask. IT asks. Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to expose […]
Writing? Or Communicating in Words?
“KCS seems like a good idea…unfortunately, our people don’t have the writing skills to create knowledgebase content.” “You know, English isn’t the first language for many of our people.” “Maybe […]