The Verghis Group

Inaugural Raleigh/RTP event! Transforming Knowledge – Rescheduled, Now March 6-8!

adamk — Thu, 10 Nov 2011 13:18:56 +0000

The Verghis Group is moving to Raleigh!

We are hosting our inaugural event in the Raleigh/RTP, North Carolina area! We are offering our Knowledge Centered Support (KCS V5) Foundations workshop, March 6-8 in Raleigh/RTP, 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 How much do you suppose this outdated model is costing?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

First ever ‘Innovation in Consulting’ award from TSIA

Phil Verghis — Sat, 05 Nov 2011 23:12:13 +0000

An independent panel of judges awarded us the first ever ‘Innovation in Consulting’ award at the Fall 2011 TSIA conference. Thanks to our customers, our community and to Adam and Jen for their hard work.

From the listing:

The Verghis Group is a management consulting firm focused on senior service and support leaders. The firm’s founder, Phil Verghis, is an internationally recognized expert who has helped dozens of support and services executives devise winning strategies. He’s been a top-level support executive himself, he’s written a book on customer-centric management, and he has hands-on experience with implementing new metrics, new systems, new business models, and new market development initiatives.

The application from the Verghis Group detailed multiple client projects and business challenges, with four specific areas of innovation cited from client projects.

Innovation One: Clear alignment from vision to the individual;
Innovation Two: Let the “doers” do;
Innovation Three: Focus.
Innovation Four: New way of managing, ‘Guiding, not Grading’.

Einstein and the Pursuit of Gross National Happiness – Nov ’11 newsletter

Phil Verghis — Sat, 05 Nov 2011 23:01:02 +0000

Announcing the Nov 2011 Verghis View newsletter — ‘Einstein and the Pursuit of Gross National Happiness’ — lessons on measurements from disparate sources like Einstein, an ancient Egyptian cartographer and a tiny, landlocked Himalayan kingdom. http://conta.cc/verghis_newsletter_nov11 This has generated an … Continue reading →

Three sessions at the TSIA event in Vegas

Phil Verghis — Fri, 07 Oct 2011 14:30:20 +0000

http://www.technologyservicesworld.com

Measures, Metrics and Madness: The New World of Guiding, Not Grading

Professional Development Course (co-taught with Adam Krob)

Monday, October 24, 2011
8:00 AM to 1:00 PM

Savvy Support: The No More Tiers Model

(with Lance, Red Hat)

Wednesday, October 26, 2011

11:00 AM to 12:00 PM

Impact of Video on Service’s Future (Panel with John Ragsdale, Radha (Salesforce) and Jennifer (Yahoo)
Monday, October 24, 2011
4:15 PM to 5:15 PM

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

adamk — Fri, 23 Sep 2011 14:29:14 +0000

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?

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

Free webinar on ‘Measures, Metrics & Madness’ hosted by HDI

Phil Verghis — Fri, 16 Sep 2011 20:35:08 +0000

Rarely done (and free!) webinar on measures, metrics and madness – http://www.thinkhdi.com/resources/webinars/sep-20-2011.aspx – Tues Sept 20th. Join a few hundred of my friends who have already registered.

Measures Metrics & Madness: Boston event – October 5, 2011

Phil Verghis — Mon, 12 Sep 2011 19:58:45 +0000

I’ll be leading a highly interactive version of my workshop — ‘Measures, Metrics & Madness: the new world of guiding, not grading’ at the First Wednesday Group session in October. Seats will sell out, so act now…

http://www.first-wednesday.com/roundtable-events/

Courtesy discount code for workshop by Dr. Adam Krob

Phil Verghis — Tue, 30 Aug 2011 22:37:08 +0000

Adam has just informed me that he has a few seats left for his intensive workshop on communication skills and Knowledge Centered Support. September 12-16th, Santa Clara, California.

http://www.eventbee.com/view/event/845817384 and the courtesy discount code is: SEI2011

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

adamk — Wed, 29 Jun 2011 15:35:54 +0000

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.

Ready to learn more?

Uploaded first ever Verghis Group video

Phil Verghis — Thu, 12 May 2011 10:21:52 +0000

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