KM Best Practices: April 19th, 2022 (Event #3)

In this recording of the April 19th KM Best Practices group meeting, you can hear from:

  • Laurel Poertner, Director of Knowledge Services at F5 and former KM leader at Coveo, Irrevo, Aptean, and Knova.
  • Libby Healy, Knowledge Manager at Waters Corporation and former KM leader at Tyler Technologies and Athenahealth.
  • John Ragsdale, Distinguished Researcher and VP of Technology Ecosystems at the Technology Services Industry Association (TSIA) and former Forrester analyst as well as former KM/CRM leader at Clarify, Nortel, and Answer Systems.

…share the knowledge management best practices that they have observed, created, and enacted that helped them mitigate the unique challenges presented by Covid-19, including the sudden shift to a remote workforce and the resulting effects of the “great resignation.”

KM Best Practices: Jan 19th Event

In this recording of the January 19th KM Best Practices group meeting, you can hear Jeff Harling, Head of Global Self-Service at Zoom, Monique Cadena, Knowledge & Collaboration Leader at Akamai, and Christina Roosen, Sr. Community Program Manager at Akamai share their combined experience of 50+ years in knowledge management across other companies like Avaya, Comcast, Ring Central, Aspect Software, Zendesk, Quest Software, and Dell, including awards such as “KCS Innovator” and “JD Power & Associates Customer Excellence.”

KM Best Practices: Oct 8th Kickoff Event

Join leaders from Microsoft and NetApp to discuss a variety of best practices around knowledge management and customer support in this special web event facilitated by David Kay and Scott Bideau, both seasoned Knowledge-Centered Service (KCS) and KM experts.

Deflection, Defined & Measured

What exactly is deflection, and how do we measure it? This is one of the most frequently asked questions I receive from clients.

There is overwhelming evidence that customers want to resolve their own issues via self-service, and doing so is far cheaper for the vendor than assisted service. This is one instance where customer satisfaction aligns perfectly with cost efficiency, meaning everyone from the CFO to the Chief Customer Officer to the customer themselves loves case deflection. If done correctly, that is.

But to measure something, you must first define it. So, let’s look at what constitutes a good deflection event and how success is measured.

All site contents Copyright © Scott Bideau. All Rights Reserved.