Knowledge Base ROI Model Calculator
This HDI developed spreadsheet allows you to calculate the return on investment (ROI) of acquiring or building a…
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What is LZS? Level Zero Solvable
So, what is LZS? It is a metric level zero solvable, that measures the percent of incidents resolved by the support…
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What is LZS? Level Zero Solvable
So, what is LZS? It is a metric level zero solvable, that measures the percent of incidents resolved by the support…
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KCS Benefits
KCSTM (Knowledge Centered Service) allows the support organization to resolve five to ten times more customer issues…
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Knowledge Management ROI Calculator
HDI Excel spreadsheet tool that has evolved over time to help justify the adoption of knowledge management and…
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FAQs: What's Wrong with Our Knowledge Base?
When service organizations strive to evolve to the next level, knowledge management is often a key component of the…
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FAQs: What's Wrong with Our Knowledge Base?
When service organizations strive to evolve to the next level, knowledge management is often a key component of the…
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KCS Coaching to Change Behavior
The goal of this article is to dive into the role of a Knowledge-Centered Support (KCS) coach and some basic coaching…
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