Printable versionConsortium for Service Innovation Summer Series 2008
The Consortium is hosting a Summer Series of online discussions. These sessions will be held on the following Tuesdays at 1:00 - 2:30 Eastern / 10:00 - 11:30 Pacific. Please invite others in your organization who might be interested in participating.
Summer Series Topics
July 8 - KCS Coaches - Are you having trouble getting analysts to participate in KCS? Are you finding the quality of solutions inconsistent? You many have selected the wrong types of people to be KCS coaches. This is a common mistake many organizations have made. Social network analysis tools have been found effective in helping to select the right coaches. Join us in a discussion about the use of SNA to find the connectors and hubs in your organization.
July 29 - KCS Performance Metrics - Are individual performance metrics getting in the way of team success? How do you measure web deflection and is it reflected in the performance of the team who creates and maintains the knowledge? Join us in a discussion and find out how member companies are measuring KCS and team success.
Aug 11-13 - Program team meeting - Our regular face-to-face team meeting. It is being held at Cognos/IBM in Ottawa. Topics include performance metrics, solution quality index, integrated CRM/KM interface and more.
Aug 26 - Content framework - How do support analysts/engineers know where to put the content they produce? What are the criteria to help them make those decisions? Knowledge base content, wikis, blogs, white papers, documentations etc. are all different content types used by support. A team of Consortium members have been working on developing a content engine to assist the analyst in making decisions about where to put content.
Time: 1:00 - 2:30 Eastern / 10:00 - 11:30 Pacific
Conference call info: - US 1.866.330.1200, Intl +1.404.260.5390,
conference ID 5524114 #
Online Conference url:
http://www.atconference.com/index.php?section=webconference%0Dparticipant%20code%205524114