The three types of customer support
When most people think of customer support, they imagine the help desk scenario in its most reactive sense—customer service people answering tickets from a queue. Support operations is broader than that, though. When you approach your help desk with the
Good knowledge sharing habits
A great customer experience involves meeting customers wherever they are in their journey. That means providing helpful information that's relevant to them and useful. Self-service is an increasingly important channel for improving customer experience, with 70% of customers demanding that
Your KCS program manager should be Jacinda Ardern
Like many people around the world, I've been following the leadership of New Zealand through the COVID crisis. Jacinda Ardern's style is direct and firm, but empathetic to the range of responses that can be expected from the public. The
KCS and ITIL, more complementary than ever
Knowledge Centered Service was developed independently of ITIL, but it turns out that it's quite complementary, fitting in nicely with both incident management and problem management, in particular. With the release of ITIL4, there are even more reasons to see
The Continual Service of Knowledge
It's not often that anyone would bother to review a white paper. After all, a white paper is usually free (perhaps in exchange for your email address) and not that much of an investment in time to read. A white
When documentation is against the religion
Last week's KM Australia congress in Sydney had a different vibe to last year. (Here's the storify.) There were quite a few different faces from 2012, a few of the same ones, the weather was better. The room configuration was
How to Review a Knowledge Base Article
A knowledge base is only as good as the information it contains. I think incorrect, out-of-date, and confusing articles are more common than most people would like to admit. Stay flush with your knowledge base currency by regularly reviewing existing
We have to talk about legacy issues
I put an informal poll out into the field, recently—that is, to my Twitter and Facebook followers—asking what the biggest issues are for knowledge management in their workplace.