December 20, 2013 Kelly Murray
A few weeks ago we had a ConversationStorm call on “failing fast.” While it seems everyone is encouraged to find new and improved ways of doing things, quite often corporate…
November 18, 2013 Kelly Murray
Two minute video summary: Current Social Engagement Journey Spreadsheet Consortium members met in San Francisco in November to continue work on the intersection between Social Media and Support. This topic…
March 11, 2013 Kelly Murray
MelissaLynne Burch has been hard at work on four new case studies: Passion and Persistence: You Can Implement KCS on a Shoe-String Budget featuring Schneider Electric Play Catch, Not Ping…
December 5, 2012 MelissaLynne Burch
A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents…
June 6, 2012 MelissaLynne Burch
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…
May 25, 2012 MelissaLynne Burch
A Framework for Service Excellence April 30 – May 2, 2012 in Tucson, AZ Service Excellence Definition: Maximize customer realized value/success through the use of our products and services Easy…
May 15, 2012 Kelly Murray
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,…
April 24, 2012 Greg Oxton
Consortium Members can attend the TAUS Translation Technology Roundtable in Paris on May 30 for the TAUS member price of €250 (50% off list price – register directly). The agenda…
April 16, 2012 MelissaLynne Burch
If you work in knowledge management, then you have spent at least some time thinking about how to embed videos into knowledge solutions. Marcia Ravner and Wayne Pruski at Quest…
November 6, 2010 Mark Root-Wiley