About Laurel Poertner
Laurel Poertner has over 15 years of experience managing technical support and education teams within the software industry. She has supported, used and managed CRM, ERP and Knowledge Management software packages throughout her career including implementing enterprise system migration projects. She is a certified trainer of Knowledge Centered Service v6 Practices and has implemented KCS globally within the technical support teams she managed.
Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…
I recently attended a Consortium for Service Innovation team meeting on Predictive Customer Engagement. A new model is brewing with the Consortium that is once again, extremely compelling and current.…
