We had our first KCS Academy Virtual Roundtable event earlier this month. It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS … Continue reading KCS Metrics for Senior Leadership
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I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support … Continue reading A Good Support Website Versus a Great One
A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer … Continue reading Sustaining Participation in KCS
A Critical Enabler for Digital Transformation Success Companies, and their service organizations, are increasing their focus on digital transformation to maximize the availability and satisfaction of their product sand services … Continue reading Content Availability
Digital transformation has been a hot topic for a number of years now. The stay-at-home impacts of COVID-19 have demonstrated the importance of this transformation, which at its center, is … Continue reading Assistance on the Road to Digital Transformation
Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people … Continue reading Identifying and Communicating Impact
We had a great World Tour in Silicon Valley at the Santa Clara Convention Center on March 3rd. It was fantastic to see the diversity of the participant companies … Continue reading KCS Academy World Tour Wrap Up
Just three weeks ago, we hosted a one day KCS Coach Workshop taught by Dr. Beth Haggett, who developed the KCS Coach program. We had a great day together: about … Continue reading Virtual Connection
We often talk about how customers want to know what we in support know, as soon as we know it. Publishing knowledge to requestors quickly is one of the benefits … Continue reading Should Not Validated Articles Be Visible Externally?
We always stress the importance of ensuring KCS articles are written in the customer context and are problem-centric rather than solution-centric. We might capture and publish an article on "How … Continue reading Context is More Important Than Content for Executive Buy-In