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The role of knowledge sharing in proactive support

By adamk on April 25, 2013

Bill and Adam have been blogging on the role of knowledge sharing practices (and the information in knowledge repositories) has in transforming support from reactive to proactive. We are bringing together principles from Knowledge Centered Support (KCS) and ITIL to suggest practices that can transform your approach to delighting your customers.

Part one is available at http://www.hdiconnect.com/blogs/servicemanagement/2013/04/myth-of-proactive-problem-management-part-1.aspx

Part 2 can be found at http://www.hdiconnect.com/blogs/servicemanagement/2013/04/myth-of-proactive-problem-management-part-2.aspx

We would love your thoughts!

I’ve learned so much from Martin M. Coyne II over the years…

By Phil Verghis on March 12, 2013

http://bit.ly/dancingeAdvisor

It is with great pleasure that I’d like to announce that Martin M. Coyne II has agreed to join us as a senior advisor to Dancing E. I first met Marty when he was elected a director  at Akamai in 2001, when we were still a small start up during some very challenging times. He has been on the Akamai board ever since, and Akamai just passed $1.4B in revenue in 2012.

Having someone with Marty’s deep and broad experience running multi-billion dollar businesses, and helping a company grow from start up to $1B plus in revenue is, as they say, priceless.

http://bit.ly/dancingeAdvisor

New dates for Knowledge Centered Support (KCS) courses!

By adamk on January 11, 2013

We are proud to offer an two options for our Transforming Knowledge course!  Please join us!

February 18-22: Online for 2.5 hours per day for 5 days using a screen and audio sharing tool.

March 26-28: In Boston, in person for 2.5 days.

To register or find out more, come to our Transforming Knowledge page!

Bi-Coastal KCS Foundations Workshop – July 10-12

By adamk on May 20, 2012

There’s a first time for everything -  Join us July 10-12 for Bi-Coastal KCS! The Bi-Coastal Knowledge-Centered Support (KCS) Foundations Workshop we are launching will provide an opportunity for multiple members of your organization to attend the workshop closest to where they are located, either Boston, MA or Menlo Park, CA (Silicon Valley), while at the same time gaining the same knowledge, similar experiences and collaborating with regional and bi-coastal attendees. Learn how KCS can improve your current KM processes and transform your organization.  Both classes will meet the same days and, on the final day, we will collaborate on our capstone exercises.  You will get the benefit of two certified KCS v5 Trainers, two groups of attendees, and one tremendous experience:

West coasters (DB Kay & Associates hosting in Menlo Park, California) – http://www.dbkay.com/get-training/kcs-workshop-july-2012/

East coasters (The Verghis Group hosting in Boston) – http://www.verghisgroup.com/consulting/transforming-knowledge-base-workshop-kcs-workshop/

Getting ready for a Metrics and Madness session

By Phil Verghis on May 4, 2012

Just put the final touches on a ‘Beyond Metrics’ session with Karen Lim (VP, Worldwide Software Support at Pitney  Bowes) and Janet Ramey (Senior Director, Strategic Business Operations at Cisco). Two very smart individuals who are committed to making a difference for their customers. Learn what has worked and what hasn’t. Session is from 4 – 5 PM on Tuesday May 8th.

http://www.technologyservicesworld.com/schedule/

KCS Foundations workshop, July 10-12 in Boston

By adamk on April 19, 2012

We are pleased to offer our Knowledge Centered Support (KCS V5) Foundations workshop, July 10-12 in Boston, presented by experts from 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!

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?

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 here

New article on when to use, and when not to use, an up-and-coming visualization tool – radar charts

By adamk on April 18, 2012

We have put together a great new article on some of the limitations of radar charts, a warning label that gives you tips on when to use them and when to avoid them!

Take a look at ’3 Things to Think About – A Warning Label for Radar Charts’

New Transforming Knowledge Workshop (KCS v5 Foundations) in Boston December 5-7!

By adamk on September 23, 2011

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 our second Knowledge Centered Support (KCS V5) Foundations workshop, December 5-7 in Boston, presented by experts from 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

New Workshop – Support Excellence Intensive – September 12-16 in Santa Clara, CA

By adamk on June 29, 2011

We are excited to announce a new workshop – Support Excellence Intensive from September 12-16 in Santa Clara, CA.  Co-taught with FT Works (this is their first open workshop in 14 years!), this 5-day intensive covers customer service and communications skills as well as the foundations of KCS.  This is a first-time combination of two of the key areas you have to have to be successful in customer support – knowledge and communications.

Sign up soon!  Registrations are limited to 16!

Ready to learn more?

Uploaded first ever Verghis Group video

By Phil Verghis on May 12, 2011

Do have a peek and let me know what you think of it…


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