Thanks Howie. Cheers. Always happy to pay it forward.

#call-center

Hi Howie, Happy to chat with your friend. Have worked with organizations of all sizes to deliver KCS from startup to implementation. Once I understand his/her needs better, will be glad to make a reco

#call-center

Hi Eli, Some great points have been made, by some very knowledgeable people. +1 for their points. When we (Klever) talk about KCS, we say that it is about creating a knowledge-first culture where peop

#call-center

Hi Riya, Happy New Year to you as well... As mentioned, KCS is the de facto standard for tech support/service desks for knowledge. Here are two resources that should be helpful for you. https://my.dem

#call-center

You are a superstar.

#Special #curation #metadata

Hi Ninez, Would love to find out more. Peace, Phil CEO & co-founder | Klever Insight | www.kleverinsight.com phil@... | M: 919.641.9465 Research Triangle region, North Carolina https://www.l

#consulting

Hi Mirna, Along with some of the excellent resources Arno and others have shared, happy to walk you through you a number of resources/techniques to help with this particular use case. Most of my exper

#expertise

How is your 2020 goal planning? Here is a free resource to help your team prioritize goals and objectives. Still prioritizing 2020 goals? For those of you that I have met, we likely spoke about the ne

#strategy

Hi Sahar, Sounds like an exciting time. I’ll be glad to chat with you. While we don’t do KM-specific consulting anymore (our software is a digital coach for support/operations managers to help them th

#vision #KM101

Sandeep, Long timer lurker here. On the tech side, many large enterprises use a framework from the non-profit Consortium for Service Innovation called Knowledge Centered Service (KCS). They have a ‘KC

#call-center #tools

Hi, ServiceNow also uses KCS, and I can connect you with the person heading the efforts internally. Peace, Phil www.kleverinsight.com

#call-center #learning

Thanks again for the content and for hosting it. The point about startups and process resonates (having been an early employee of a startup that is now rather big -- www.akamai.com and currently with

#monthly-call #startup

Fantastic! Peace, Phil CEO & Co-Founder | Klever Insight | www.kleverinsight.com The Smartest Next Step phil@... | @kleverinsight | +1 919.641.9465 https://www.linkedin.com/in/philverghis

#books #KM101 #blogs

Hi Chuck, Happy to answer any questions directly if that is useful (www.meetme.so/philv_extra). Answers embedded below. Peace, Phil CEO & Co-Founder | Klever | www.getklever.com phil@... | @

#call-center

Hi gang, Thought I’d share something from the customer facing/IT side of the world. Comments and observations welcome. As some of you know, in the $8.7B/year Customer Support industry, about 60 – 90%

#call-center

Arno, Thanks for closing the loop… Peace, Phil

#art-of-KM

Hi Arno, One of the simplest things that can be done is to make sure the content is easy to find/read. Here is something free that you are most welcome to use/modify/share that is the standard way kno

#art-of-KM

Hi Joanna, The biggest ‘flaw’ in the approach that I see is the following: “…force our users to self-serve instead of utilizing other resources?” This cannot be forced. You *can* coach your employees

#adoption #call-center

Hi Michael, Congratulations on what sounds like a very busy and exciting engagement. The single biggest danger in a high-tech organization (my heritage) is that people are even more likely to treat th

#value

Stan, I could probably do this. Peace, Phil

#agile #monthly-call