What We Read This Week, Boxing Day Edition, 2014:
I hope everybody had an excellent Christmas. Below is our weekly Enterprise Technology Support Management reading list for the week:
How to Prevent Experts from Hoarding Knowledge – An interesting, if somewhat obvious, perspective on losing knowledge as people retire (HBR)
Forrester’s Top Trends For Customer Service In 2015 – from the always excellent Kate Leggett at Forrester.
I Actually Enjoy Terrible Customer Service – And frankly speaking, so do I. An interesting discussion from the Kana blog.
Large Company Customer Experience Battles – discusses the differences between large enterprises and smaller companies as far as customer focus goes (Pivot Point Solutions).
Knowledge Management vs. Content Management – from David Kay.
Thank you all for following the blog, we’ll see you in the new year!
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