WEBINAR: SERVICE CLOUD – UNDERSTANDING KNOWLEDGE MANAGEMENT One of the things most of us have experienced is the “newbie” customer service rep. Stuttering, sputtering and robotically reading from a script the rep stumbles through a time sucking call that inevitably ends with you getting disconnected en route to tier two support. Whether it’s calling aRead… Read more »
As we have grown and scaled one of the biggest challenges we have faced is ensuring that we maintain the type of collaborative environment we had when everyone sat in the same small office in Arlington, Virginia. Now with team members, partners and clients spread across time zones and the world we have had toRead… Read more »
I hate it when I’m on a company’s website looking for help or support and I reach the Contact Us form and it stretches for miles. It makes me suspect that they are raising the bar for engaging by making me write War and Peace to submit a question or begin an inquiry. Given theRead… Read more »
One of the hot topics in many organizations right now is knowledge management. Whether its in the context of customer service, business strategy, human resources, or information technology managing knowledge is a serious concern in most organizations. Whenever one of these projects or programs is getting ramped up the temptation is always there to tryRead… Read more »
6 weeks to Salesforce Nirvana When you are in the cloud business (as we are) you get used to people making some pretty bold statements about scalability, agility, cost and all the other miracles that are supposed to come with “moving to the cloud.” However one thing that I think goes unmentioned often times isRead… Read more »
I grew up a Raiders fan. My Mom’s side of the family is from El Segundo, California where the team practiced for years and it was just a natural thing for a kid to grow up love Marcus Allen and the Raiders. When we moved to DC, I tried to hold out and stay trueRead… Read more »
Be better, not just bigger I never missed a meal growing up…ever. As the oldest of six kids you can tell who made the dinner table a priority. Our family has five skinny kids and me, the guy who never met a menu item he didn’t like. Along with it came all the stupid bigRead… Read more »
I got a chance to spend the week with a great team this week in LA with the LA Unified School District. We are implementing our Extensible Assessment Manager (ExAM) solution to support inspections and compliance across the 2nd largest school district in the US. The mission is simple and complex at the same timeRead… Read more »
I love getting out and working with clients, giving workshops and otherwise directly interacting with our customers and our product. Today was one of those great days where there are no monotonous meetings. Just an all day series of training sessions and workshops with various groups using ExAM to support inspections, operations and services forRead… Read more »
I love getting out and working with clients, giving workshops and otherwise directly interacting with our customers and our product. Today was one of those great days where there are no monotonous meetings. Just an all day series of training sessions and workshops with various groups using ExAM to support inspections, operations and services forRead… Read more »