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…
Driving behaviour by metrics; a Google Page Rank discussion Or, driving results through defined strategy by encouraging the right behaviours using the right indicators. What happens when you drive behaviour by measuring activity? You get more of that particular activity, regardless of quality. When the activity isn’t as easily measured, then we start looking at…
Membership drives versus organic growth You’ve seen these kinds of calls before: “Help me get to 1000 likes” or “Only 20 away from 2k followers, help me get there!”… As I am sure you can guess, I have no real love for these, and I have a sense you don’t either. In fact I’m certain…
That got your attention, didn’t it? Last month I called 2013 the Year of Influence and shared Brian Solis’ interview of Klout founder/CEO Joe Fernandez where they spoke about the future of Klout as a tool for influence measurement. Contrary to the title of this current post, I still believe 2013 will be the year…
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