The One Thing You Must Do for a Successful KCS Implementation As a KCS (Knowledge-Centered Services) program manager, I’ve seen many first line managers focus solely on core support case driven metrics like time-to-resolution (or worse, simple case volume counts) for their teams, particularly when they are under pressure. While this is understandable, it can…
Looking back at 2012 Looking back on my Goals for 2012… I’ve realized I accomplished more than I expected, though far less than desired. Unlike years prior, however, the bits I did accomplish were the larger of the sorts, and not the easiest low-hanging fruit tackled just to cross it off the list. You’ll note in…
At work, this is the time of year we are all furiously working on our Personal Business Commitments (or PBCs since acronyms are more fun) for the year, essentially working out our goals for the coming months. While I’d love to blog about my PBCs externally, I can’t since that would expose company confidential information…
… but… I WILL be back to blogging once per week in 2012. The latter three months in 2011 became a bit hectic for me which resulted in an emotional depletion of energy, which in turn meant I had no energy left to write. This became overly evident to me in my vain failed attempt…
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