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…
Why We Should Use “Human Skills” Instead of “Soft Skills” In the world of Human Resources, and recruitment specifically, there has long been a distinction between “hard skills” and “soft skills.” Hard skills are those that are technical or job-specific, such as coding or accounting. Soft skills, on the other hand, are those that are…
How Imposter Syndrome Can Prevent You from Getting Your Dream Job I’ve blogged about this before in one form or another. But rarely so directly. And I’m sure you know it’s been on my mind a lot recently. It’s an issue that I know is common within the technical writing community, and I suspect even…
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