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David Kay
- Los Gatos, CA
- United States
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David -
For general customer service soft skills training, I recommend Francoise Tourniaire to my clients: www.ftworks.com. For skills specific to customer service email, you might talk with Leslie O'Flahavan or Marilynne Rudick at http://www.ewrit…
User Generated Content Moderation (UGCM): Organizing Meeting at Technology Services World
May 4, 2010 from 3pm to 4pm
User Generated Content Moderation (UGCM)
TSIA Community of Interest Organizing Meeting
Companies in virtually every industry have long grappled with inappropriate user-generated content in their online communities and social networks. As far back a…
Jorge and Haim -
This all sounds good. One possible refinement, again borrowing from KCS: share immediately (without review) internally, but review prior to external publication. If you track knowledge reuse for closing cases, which I recommend, yo…
Jorge -
I'd like to offer an alternative perspective based on my work over the past 7 years or so helping companies create an excellent customer experience through knowledge and self-service. First, Haim is absolutely right: the key thing is unders…
Don Frye of The MathWorks did a great presentation on this topic last November. His findings are generally consistent with those in this thread. Some great quotes from EMEA: "To reach of rating of 10, one must walk on water." And "Scoring ten in a c…
Nicole -
Allow me to be a bit of a contrarian on this topic. ITIL has some valuable structure for IT organizations, including IT service desks. Within customer-facing organizations, Network Operations Centers or other real-time application delivery…
Profile Information
- Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
- YES - Support Services Discipline, SSPA
- First name
- David
- Last name
- Kay
- Company
- DB Kay & Associates
- Level
- Director
- Primary Job Function
- Strategy
- Please provide a brief bio and collaboration interests (not required)
- David Kay is the founder and principal of DB Kay & Associates, a firm that offers support organizations strategic consulting on knowledge management, self-service, feedback management, and collaboration. Customers include IBM, Intel, Research In Motion, Tektronix, and Cisco. David is co-author of Collective Wisdom: Transforming Support with Knowledge, the first book on knowledge management for technical support. He is an award-winning contributor to best practices in customer support, holds five patents on support technology, and is a certified Knowledge-Centered Support workshop facilitator.
Comment Wall (1 comment)
- At 5:59pm on March 25, 2010,
Jorge Delgadillo said…
- I'll have to read your book, thanks for sharing your insight.
© 2010 Created by Shawn Santos.
