Social Media and Support: Team Meeting Summary

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…

New Case Studies

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…

Mapping the Customer Experience Journey

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…

Assessing the Efficiency and Value of Search

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…

2012 Executive Summit Summary

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…

Best Web Support Sites by ASP Online

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,…

TAUS Translation Technology Roundtable

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…

You CAN Integrate Video into your KCS Solutions!

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…