Best Of
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How is TSIA measuring KB average content creation rate?
Looking at the the Knowledge Management Maturity model, there was a survey question about average content creation rate per agent. The answer was provided in a percentage but I don't recall the detai…1 -
Re: Ideal Size of a dedicated Knowledge Management team
Hi Deepak, Some of the considerations include the following, in my opinion: The fully-burdened cost of the knowledge management team should not exceed the savings from the customer deflected support …1 -
Re: Best survey mechanism for SaaS Industry
Hi, there is data that more than 50% of the Fortune 500 are using NPS to drive their business forward. According to lots of research, NPS makes especially sense, once you add the question "Why d…2 -
Re: As we embark on Longtail Renewal automation (low dollar / high volume) - looking for best practices
For Services Subscriptions using credits, does it make sense to automatically renew credit packs, or just the subscriptions? We are trying to determine how much of the credit counts are cycical vs re…1 -
Re: Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?
I always think of the quote from Dean Spitzer in his book transforming performance management "..Measurement may use numbers, but it is not about numbers; it is about perception, understanding a…2 -
Re: Industry standard: price increases
@Gerry Nolan @Hal Stanley Any insights on this question from Liubomyr?1 -
Services Catalog
I want to develop a catalog of services as a means of standardizing SOWs so that it's clear to all what is being sold and what will be delivered. Are there any templates or forms that you have develo…1 -
Cost allocations for internal projects / internal work advice
Hello, Any advice or best practices on the issues around PS teams performing non-billable internal work and how to effectively distribute the cost allocations for this? As a PS team we are targeted o…2 -
Re: Seeking Advice: Building a Successful Coaching Practice from Scratch
Good question, @Ryan Peterson . What I've seen in the market is: Business model changes, new roles, and career recommendations. Defining a scope with the interactions that will happen (e.g., homework…1 -
Re: Have you integrated Agents calendars across multiple tools?
In the past, it was so hard to go through IT that we ended up using Calendly, with no integrations.1
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