Evaluating Customer Service Products

Framework-based, In-depth Product Evaluation Reports

We recently published our Product Evaluation Report on Desk.com, Salesforce’s customer service offering for small and mid-sized businesses. “Desk” is a very attractive offering with broad and deep capabilities. 1,234 more words

Customer Service

The Helpdesks: Desk.com, Freshdesk, Zendesk

We’ve added our Product Evaluation Report on Freshdesk to our library of in-depth, framework-based reports on customer service software. We put this report on the shelf, so to speak, next to our Product Evaluation Reports on Desk.com and Zendesk. 847 more words

Customer Service

Delegating well as a learned skill

Delegation isn’t an innate skill for me. It’s hard for me to put aside feelings that it shows weakness, or that it’s a sign that I can’t *handle things.*  To complicate it further, I tend to feel that *I* am the one who can do it correctly, or as time has shown more and more often, that it’s the only way to get it done to my specifications. 217 more words

Higher Education

How to motivate your employees to use their new Knowledge Tool

Your organization has spent many hours researching, selecting, and launching a great new technology. A cloud based knowledge solution will revolutionize the way your organization brings company knowledge together. 1,038 more words

Implementation & Administration

How do you evaluate employees without rating them?

More and more companies are moving away from the traditional ratings-based performance model in their organization. It makes sense to focus more on goals than activities. 409 more words


Are you encouraging your employees to share their knowledge?

In the past companies suffered because employees were sitting on knowledge and not sharing it with their colleagues. The end result has been that employees were not working effectively since they have had trouble accessing critical organizational knowledge. 570 more words