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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