Planning for the new year Part 4 (Moving from a case-first to a knowledge-first culture)

In the first, second and third articles in this series, we walked through Guidepost statements; how to talk to your employees and making sure your managers are player-coaches, not enforcers. In this article we talk about one of the most important foundational elements for your service organization.

Does your service and support team employ a case-first approach? Not sure? Hint: If you continuously feel like you’re chasing your tail, constantly drowning in escalation-after-escalation backlogs, and your cases seem to grow increasingly complex, you are probably running your business on a case-first model.

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