This blog is an informal forum for members of the eVergance practice leadership team to share their perspectives on topics related to multi-channel call centers, Web 2.0, knowledge management and other topics central to improving customer service delivery.
We encourage comments and the free exchange of ideas, but note that comments may be reviewed by bloggers before they are posted. Also, we won’t post comments that are inappropriate or use profanity.
Ideas and information expressed are the opinions of the blogger and may not reflect the company’s views.
About our bloggers:
John Chmaj is VP and chief KM strategist at eVergance who currently manages the firm’s KM optimization and search tuning services, and was a co-author of the Knowledge-Centered Support (KCS) model.
Andrew Cohen, PhD is VP and practice director at eVergance, responsible for leading the firm’s Collaboration and Communities programs.
Keith Holt, Director of Product Strategy for Web Self-Service at KANA, an experienced designer and implementer of large customer service systems now leading the strategy for KANA self-service solution.
Esteban Kolsky, VP and practice director at eVergance, was previously with Gartner where he built and managed the eService and Enterprise Feedback Management agendas.
Kate Leggett is the director of product marketing at KANA, a frequent author in business and trade publications, and has experience in many areas of the eCommerce and CRM industry.
To contact any of our bloggers directly, or for additional information on eVergance, please send an email to info@eVergance.com.
