Free resources from Roundtables with Phil — Developing Leadership Skills

Service leaders often are the pillar that others lean on when things descend into chaos.

But what happens when everything collapses around us, and we too feel the crushing weight of a pandemic that upends all our plans and stresses our systems, our people, and ourselves to the limit?

We can muddle through, or we can build on the foundation that marks our profession—the willingness to help each other—to know that all of us are better than any one of us.

Introducing Roundtables with Phil

That’s why we invited 28 service leaders — colleagues, customers, industry leaders, and thought gurus to orchestrate a series of roundtable conversations to explore ways to help each other and share tips, “gotchas,” and new best practices as we navigate our way to surer footing.

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6 simple questions firefighting chiefs ask—and you should, too

As leaders, we have grand plans: those that will help our organizations, our customers and dare we admit it—our own careers. Unfortunately, we don’t have much time to translate strategy into practical projects for our operational managers to implement. So, we end up with statements like: Here’s what we need to do by X date, …

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Sharing is Winning: the guts of a successful knowledge-sharing recognition program

I’m a big fan of collaborative games, games where you need to work together to achieve a goal. I play a couple on my iPhone and the best of them combine individual rewards and community involvement. If I contribute 10 archers to the next battle, I get an individual medal and my team captures the Black Knight’s castle. I love that I am being recognized and that the team benefits.I haven’t always been a fan of recognition programs for knowledge-sharing practices. I believe that sharing knowledge requires a change to behaviors. That change is only sustainable in the long-term if team members understand how sharing knowledge benefits them, their customers and the organization.

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Enterprise startup hack

(or how to get results from a Pilot in 30 days)

When we walked prospects through the results they’d see in just 30 days using Klever Insight software—a digital coach for tech support managers—the most common reaction was: “Sounds too good to be true. Can you prove it works?” And we were stumped.

Klever Insight is the world’s first digital coach that uses augmented intelligence—a human-centric application of artificial intelligence—to provide tech support managers the confidence and time they need to implement strategy, in just minutes a day. So how do we  prove that a digital coach helps managers achieve a better outcome than managers that receive no coaching?

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A new metric to show the effectiveness of internal documentation – the looper

For those of us who have worked for years with customer-facing documentation, we have found a wealth of information (not always accurate, but a lot of it) about how valuable the knowledge we deliver is. Some examples are the number of times a bit of knowledge shows up in a search result, how frequently it …

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A really powerful employee measure you should be tracking – but probably not the way you do it

In a world where leaders have seen the payoffs of modernizing how they onboard customers, why does onboarding employees seem like it is still stuck in the past century? I’m not talking about the cool new ways to show appreciation — but in terms of perhaps the most important measure in a team-based environment.

Read moreA really powerful employee measure you should be tracking – but probably not the way you do it

What does Drinking Champagne have to do with building modern enterprise software?

When we brought together leading organizations and leaders in companies to create a modern, open, balanced measurement scorecard — the Open Customer Metrics Framework (OCMF) — there were some measures we called ’emerging measures’. These are measures we felt were important, but we didn’t really have specifics on how to capture them. I’ll walk through one of the more intriguing ones, and how we use this internally at Klever Insight.

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The Klever Insight Manifesto

We work with leaders in service and support organizations who believe that support is more than just taking care of a customer after they have a problem. We believe every company can learn how to listen to their customers, employees and their business and apply what they learn. We also believe that champions of these …

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