-
Re: Who owns your knowledge base? Product, Product Marketing, Support, Other?
Hello Craig. Our support organization is running their activities according to the Knowledge-Centered Support methods, which brings us a lot of value for us in terms of support efficiency but also to…1 -
Re: Support Services productivity through the pandemic...
Hi Matan, our support team have few productivity metrics: first response time, case management data quality, NPS, and couple of knowledge management KPIs. We don't push for number of cases taken/answ…2 -
Re: Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)
Hi Alex, we are very much in the same place as you. I like the term "struggle for mindshare" - exactly my everyday job:) What definitively helps us is a committment from the Executive level…2