Clik here to view.
Is it still all about the experience?
Is it still all about the experience? About a year and a half ago I wrote a column for CIO.com looking at the state of CRM and customer service and proposing that three priorities were emerging:...
View ArticleClik here to view.
Doing more with less – tips for e-tailers
Its going to be a recovery that only a statistician can love”. Mark Vitner, Wells Fargo Senior Economist cautions us against upbeat economic news. Most of us are still living the realities of the...
View ArticleClik here to view.
In Search of LEADERSHIP!
In Search of LEADERSHIP! OK, so your organization has committed to expanding self-service, building a new knowledge base, initiating a new comprehensive approach to knowledge management, or all of the...
View ArticleClik here to view.
Support Search: Why It CAN’T Be “Just Like Google”
Why Support Search CAN’T Be “Just Like Google” Google is on my homepage. I use it every day. It’s an indispensable part of my access to Internet resources, and usually the first place I look to find...
View ArticleClik here to view.
FINDING Depends on How you SEEK –
FINDING Depends on How you SEEK - One of the most important things to think about in making knowledge delivery systems work is HOW users will find what they’re looking for. At first glance it may seem...
View ArticleClik here to view.
Top 5 Problems with Service Today
Top 5 Problems with Service Today We’ve all been the victims of bad service. We have to repeat ourselves to agents; we get different answers depending on whether we use email or we call a service rep;...
View ArticleClik here to view.
KM Governance: It’s a Lifestyle, not a Project
KM Governance: It’s a Lifestyle, not a Project I’ve had several requests lately to address the issues and approach to knowledge management “governance” – the practices, commitments and plans that...
View ArticleClik here to view.
IT Is from Mars, Customer Service Is from Venus
IT Is from Mars, Customer Service Is from Venus IT and business simply do not speak the same language. Collaboration between the two groups is difficult. Often perceived as ‘lack of alignment’, it...
View ArticleClik here to view.
Begin with the End in Mind: User Demand
“Begin with the End in Mind: User Demand” This paraphrase from Steven Covey’s 7 Habits summarizes the beginning and end of the KM game plan itself. Knowledge Management practices are fundamentally all...
View ArticleClik here to view.
Call Center agents need a voice navigation system!
Call Center Agents Need a Voice Navigation System! Today’s voice navigation systems help you get to where you need to be and let you focus your attention on what’s important: driving. Think back to...
View Article
