Blog
Product release 2017-08-17
MindTouch Push Events – Raising the Bar where the Thought Leaders Are
Push yourself, Push your boundaries, and learn best practices from leaders across industries at one of our Push Events. The mission of Push is to create learning opportunities for industry leaders about customer focus with an emphasis on digital and customer experience. - Aaron Fulkerson, CEO, MindTouch Video & Editing by Ari Hoffman, Music by Marcus Neely The Push events were born from our CEO, Aaron Fulkerson, wanting to push himself to learn from others. Fulkerson … [Read more...] about MindTouch Push Events – Raising the Bar where the Thought Leaders Are
Why You Need to Get Buy-In for KCS Success
Knowledge-Centered Service (KCS®) is a Knowledge Management methodology that seeks to “integrate the creation and maintenance of knowledge into the process of interaction.” In other words, KCS advocates the documentation of knowledge at the moment of creation. Whether it's a customer support call or email interactions between professional services and a client, organizations generate tons of knowledge that (without KCS practices) is lost when employees move on from the company. KCS seeks to … [Read more...] about Why You Need to Get Buy-In for KCS Success
Don’t let your non-smart content give your competitors a boost
Is your content delivering what your customers expect? Are prospective customers even finding your content? Customers expect a clear and consistent message wherever they engage with you throughout their journey—from Google, across social, within your shopping cart, on your support site. If at any point they’re not finding information they need, they’ll move on to your competitor who’s better at answering their questions. Keep your customers happy There is a major disconnect between the way … [Read more...] about Don’t let your non-smart content give your competitors a boost
Product release 2017-08-03
Enhanced editing capabilities solidify MindTouch as the leader in anytime, anywhere, product knowledge management
Summer ’17 Release, the new research-based and ergonomically designed MindTouch responsive content editor, brings ease of writing and editing to any screen by any member of your organization. SAN DIEGO, Calif., August 2, 2017 – MindTouch, the leading provider in modern product documentation and help content solutions for the enterprise, is proud to announce its new responsive content editor. The new MindTouch editor allows greater control over your product documentation by providing an … [Read more...] about Enhanced editing capabilities solidify MindTouch as the leader in anytime, anywhere, product knowledge management
To Get KCS, You Need To Change the Way You Define Work
In my last post, I talked about how Knowledge-Centered Service (KCS®) has evolved from a support-centric methodology to become more broadly applicable to other departments. To see the truly transformational effects of KCS, we require a different definition of “work.” For many companies, KCS remains firmly entrenched in the Support department, so let’s start our discussion there. KCS Turns Support Agents to Knowledge Workers The traditional Support Agent leads a reactive existence: calls or … [Read more...] about To Get KCS, You Need To Change the Way You Define Work
TOP25 – Content Experience Influencers from Around the World
Watch the video below to learn more about the criteria we will use for the TOP 25 Content Experience Influencers for 2017, from the CEO of MindTouch as well as the panel of esteemed judges. Video & Editing by Ari Hoffman, Music by The Freak Fandango Orchestra Are you up to date with the leaders in the content and technical communication community? Don't forget to Tweet, push to LinkedIn, and share this with those you think would benefit. It is with great pleasure that MindTouch … [Read more...] about TOP25 – Content Experience Influencers from Around the World
Why the “S” in KCS Went from Support to Service, and Where to Go from There
Since 1992, KCS® has provided companies with a way to better manage the creation and maintenance of knowledge produced by interactions between their employees and customers. It was developed by the Consortium for Service Innovation, a nonprofit alliance of service organizations that has helped push innovation in the technology and processes that companies use to capture and utilize knowledge. For most of its twenty-five year history, KCS stood for “Knowledge-Centered Support.” With the … [Read more...] about Why the “S” in KCS Went from Support to Service, and Where to Go from There
