I am having fun exploring the different areas of customer service in relation to the new world of knowledge management. I hope you are as well. To recap, we have…
A recent TED talk by Renny Gleeson on “the story of a page not found” got me thinking. When we land on a website’s “404 page not found” error message,…
Whenever I broach the topic of First Call Resolution (FCR) there are two debates that kick off almost right away: first, what is first call (contact in the modern world)…
One of the most common businesses phrases these days is “Content is King.” Knowledge workers in many organizations create new content and contribute to a company’s collective knowledge every day.…
Many organizations sell and support complex products or services. In these types of organizations, the knowledge to navigate this complexity is collected over time based on experience. It becomes easy…
Last week, I had the pleasure of joining TSIA’s VP of Technology and Social Research, John Ragsdale, for a webinar about the state of knowledge management. During his lead-in discussion,…
Continuing on this series of posts related to knowledge management that Coveo is helping me promote (the first one is here), I want to talk about efficiency versus effectiveness. If…
A slow and steady strategy may have proven successful for the tortoise when racing the hare, but it certainly isn’t the approach to apply to your knowledge management strategy. Whenever…
The United States has held a public debt since 1789. While your accumulation of unresolved customer cases hasn’t been around quite that long, it probably feels that way. An industry…
Last week, I had the pleasure of giving a TED-style talk on the future of knowledge management at the Technology Services World (TSW) 2013 Best Practices conference in Santa Clara.…
