What happens when self-service works well
It's really exciting to see customer support and customer service becoming a career path of choice. In the 90s, customer service was something most people sought to transition out of. In my case, it was burnout that drove me to
How Can You Make Self-Service More Useful?–
Regardless of your industry, a knowledge base can completely revolutionise the way your customers and employees feel about using your product or service. Chances are, you already have a knowledge base. But if you're getting less than desirable feedback from
Are Chatbots Bad for Customer Service?
Chatbots are becoming a common part of our everyday online interactions. They help us with directions, to order food, and increasingly, they provide customer service. Many commercial websites have a chatbot cheerfully greet us on landing, standing ready to respond
KCS and ITIL 4
ITIL 4 has been launched and the Foundation material is in the early stages of being disseminated. I've done the training and taken the exam, and while it's fresh in my mind, I wanted to note down how well-aligned ITIL's
The role of the board in knowledge management and digital transformation
Digital transformation is a standing agenda item for almost all boards, but what does it mean, exactly? Essentially, "digital transformation is about how an organisation uses technology to better compete". It's more than simply digitising documents and switching people from
How to Integrate a Knowledge Management Program in Your Organisation
Knowledge has become an invaluable asset in today's business world, it is the fuel that an organisation needs to sustain itself in its environment. A knowledge management program (KMP) is designed to help organisations utilise this invaluable asset and maximise
Helping Employees Meet the Demands of Ever-Changing IT
Technology continues to advance at an exponential rate, and businesses are struggling to keep up. One way to stay relevant in a crowded, sophisticated marketplace is to employ workers who can emulate the dizzying pace of progress. That isn't as
Introducing the Service Intelligence Layer
The consumerisation of workplace apps is finally addressing the long-neglected software experience of the enterprise user. Our workday-selves are now being treated to the kind of attractive interfaces and convenient procurement paths that our weekend-selves have had for some time. The
The 8 pillars of a knowledge management strategy
There's no standard definition of knowledge management and there's a lack of understanding of what it is and where it fits, or should fit, in an organisation's management toolset. In my view, knowledge management is the strategic director of many activities
When we don’t know what we know
One of the biggest obstacles organisations have when they introduce a learning and development program for the first time is designing a curriculum. Creating individual content for an e-learning system, for example, can be a daunting exercise—not unlike the writer