News

Struggling with employee engagement and motivation?  Take small steps toward autonomy, mastery, and purpose for yourself and others. The other day, I was talking with Sally Sapikoski at ACI Worldwide…

Years of experience have shown that there is a direct correlation between KCS understanding and KCS results. Use official KCS certification to strengthen your organization’s program and reap the benefits.…

In the spirit of total honesty, I have to tell you that until recently, every time ITIL came up in a conversation, invisible shields went over my ears and I…

KCS implementers have all experienced the ebb and flow of enthusiasm during the adoption of KCS.  Here’s a scenario that might sound familiar:  the KCS implementation kicked off with a…

LinkedIn is fabulous these days; lots of interesting discussions on relevant topics.  I recently participated in a discussion started by Jordi Torras at Inbenta titled “7 Tips to Assess the…

Congratulations to the Consortium Members awarded “Best Web Support Sites of 2012” by the Association of Support Professionals! Winners in the Open Division included Cisco Systems, Quest Software, Red Hat,…

Sustaining a Knowledge-Centered Support program is a challenge for many, and we have talked about it off and on for some years.  It seems that sustaining KCS is more of…

A few rambling thoughts on “stuck in neutral” …. The most common cause of “neutral” in our experience is lack of ownership of KCS by the 1st and 2nd line…

1. Change is hard. 2. Change is really hard when one is pursuing uncharted territory…. We know a lot about what doesn’t work with respect to traditional management and HR…

Sign up for our Mailing List to receive quarterly newsletters! 2012 Consortium Member Summit Join us for the Consortium’s 20th Anniversary celebration at the 2012 Member Summit, happening November 7-9…