Cross-Post Alert: Trainers don’t matter
The Association of Support Professionals republished a post presented here in August, about misconceptions about training. You can read it here on the ASP blog. If you
Blog: Technical Support
AI Post Alert
Earlier this month, I spoke about AI in Support at the TSAnet conference and a brief summary was just posted on their blog. You can
Is it hard to get help?
Thanks to long-time reader John Lowry for inspiring this post. (John co-authored a wonderful post on the related topic of supportability, which I encourage you to
Who owns the support website?
Many thanks to Tina Yarovsky for suggesting this topic. We’ve designed many support websites, and with every project comes the question of ownership of the
A Podcast!
Sandeep Jain interviewed me a couple of weeks back to talk about my favorite topic: support! You can find the episode here. It’s episode 15.
Summer Reading: Difficult Conversations
Another summer reading installment! Difficult Conversations: How to Discuss What Matters Most is a wonderful business book that masquerades as a self-help book. I find it
Trainers don’t matter (and other surprising facts about training)
Misconception #1: The trainer/facilitator is the most important factor for successful training Maybe not. It turns out that the most critical actor for success is
Summer Reading: Customer Experience 3.0
Another summer reading installment! Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service contains many ideas on improving customer experience, but one sticks with
Summer Reading: The Trusted Advisor
This summer, I’m re-reading some customer experience classics and sharing the highlights here. My favorite book on the topic is probably The Trusted Advisor by Charles