The Verghis Group » Enterprise Support

Knowledge Centered Suport (KCS V5) workshop – Boston May 16-18

Phil Verghis — Mon, 11 Apr 2011 21:10:14 +0000

Take a long, hard look your organization’s existing approach to support. How much do you suppose this outdated model is costing? Not just in terms of morale, but the company’s bottom line? Chances are, it’s thousands – maybe hundreds of thousands of dollars a year. Would your bosses be pleased if you could trim your budget by even a fraction of that amount?

By popular demand, we are offering the Knowledge Centered Support (KCS V5) Foundations workshop, May 16-18 in Boston, presented by experts from the Consortium for Service Innovation and The Verghis Group. We will be presenting the foundations of KCS, with several Verghis Group twists, particularly “un-mad” measures and internal communications strategies that will accelerate your success!

Want to learn more about how KCS can transform the lifeless pool of support information into useful knowledge, action and excellence? In a cost effect and proven way?

This workshop is specially designed for support/service center directors and managers, Knowledge Management program managers, and other professionals responsible for implementing Knowledge Management strategies.

More info and registration at: http://bit.ly/kcsworkshop

After a hectic week, keynote event at NASSCOM GEPS event

Phil Verghis — Wed, 02 Mar 2011 18:04:07 +0000

I’ve been in India for a few event-filled days. First was the 1/2 hour traffic jam at 1 AM in Mumbai’s airport — took that long to get from the 3rd floor to the road. Productive set of meetings with a client in Mumbai. Tuesday was a 4 hour early morning drive to Pune, and a full day with a second client. Wednesday was a way-too-early-for-humans flight to Hyderabad, for another day of meetings with a client.

Thursday, I’ll be delivering a keynote address to an influential group of India-based service executives that I mentor – the NASSCOM GEPS team. The keynote? The white-hot ‘Measures, Metrics & Madness’. Knowing the audience, I’m looking forward to the Q&A…

The keynote is based on the workshop coming up on March 18th in Boston.

http://su.pr/1fHGQO

Transforming knowledge into action workshop (KCS v5 workshop)

Phil Verghis — Tue, 22 Feb 2011 13:39:43 +0000

(Date changed to May 16th – 18th)

By popular demand, we are pleased to offer our first knowledge management workshop. It is simply one of the most effective ways to get a 20-40% productivity gain — and align the entire organization (not just support) around the customer. Join Adam Krob from May 16th to May 18th near Boston. Co-taught with Melissa George, the Program Director of the Consortium for Service Innovation.

Details: http://www.verghisgroup.com/consulting/transforming-knowledge-base-workshop-kcs-workshop/

Measures, Metrics and Madness workshop announced

Phil Verghis — Thu, 30 Dec 2010 14:33:06 +0000

New date: March 18, 2011. Location – Waltham (Boston), MA. 20 seats, registrations will absolutely close when I reach that number. Early bird discount available…

http://verghisgroup.eventbee.com/event?eid=713785315

Oracle, SAP fight could have changed your (support) world

Phil Verghis — Wed, 03 Nov 2010 10:52:15 +0000

Oracle and SAP start another round in a big court case…
This could have lead to others undercutting the promise of ‘we know our stuff best’

http://yhoo.it/aGqy80

NYC Police put goals on activities: Result? more fines for you

Phil Verghis — Fri, 10 Sep 2010 19:17:12 +0000

A classic case of the wrong behaviors that result when management puts goals on activities….
New York Times article: Secret Tape Has Police Pressing Ticket Quotas

Take a look at your own organization — is it that different? Bring in your own metrics and let’s see on October 27th, the world premier of my new workshop: Measures, Metrics and Madness: the new world of Guiding, not Grading. (Only 7 seats left.)

Interviewed by SearchCRM on article on self service

Phil Verghis — Wed, 04 Aug 2010 14:36:55 +0000

http://searchcrm.techtarget.com/news/2240020842/Five-mistakes-to-avoid-when-implementing-self-service-CRM

August 5 webcast now open to all

Phil Verghis — Tue, 03 Aug 2010 15:43:17 +0000

I’ve just been informed that anyone who registers for the webcast Measures, Metrics and Madness: The New World of ‘Guiding, not Grading’ will get the slides and audio sent to them.

Join us to hear from TSIA’s VP of technology research, John Ragsdale, as he interviews Phil Verghis, founder of The Verghis Group. Phil is not only a brilliant strategist and innovator, but also a long-time TSIA community member and a founding member of TSIA’s Expert Alliance Partner program.

Register now for this informative webcast.

“Surviving the SaaS migration”

Phil Verghis — Tue, 13 Jul 2010 16:29:30 +0000

What happens when a software company re-invents itself as a subscription-based service business?

That question is becoming increasingly urgent as the “software as a service” (SaaS) model gains momentum. And on September 22, the First Wednesday Roundtable will take you behind the scenes for a candid look at a company that made this transition–and survived. Our guide will be Renee Bochman, VP of Professional Services and Support at Axeda corporation.

http://events.linkedin.com/Surviving-SaaS-migration/pub/369402

Voice of the Customer Conference

Phil Verghis — Thu, 17 Jun 2010 08:48:17 +0000

Once again, I’m a co-producer and active participant at the 4th Annual Voice of the Customer Conference near Boston. Now in its fourth year, the First Wednesday Group’s annual conference has built a strong reputation as the place for leading-edge insights from the support world’s smartest people. Some of these smart people are on stage with microphones; others are part of our audience of hands-on support managers and professionals–people who are eager to share their ideas and experiences with their colleagues in an intimate, friendly retreat away from office distractions.

Find out more at: http://www.first-wednesday.com/conference/