The Road to Award-Winning KCS: A Case Study from Ellie Mae
Ellie Mae is a FinTech company that innovates technology to power the American dream of home ownership. Ellie Mae is hea...
Knowledge Base ROI Model Calculator
This HDI developed spreadsheet allows you to calculate the return on investment (ROI) of acquiring or building a knowledge...
What is LZS? Level Zero Solvable
So, what is LZS? It is a metric level zero solvable, that measures the percent of incidents resolved by the support cent...
Knowledge Management ROI Calculator
HDI Excel spreadsheet tool that has evolved over time to help justify the adoption of knowledge management and self-serv...
FAQs: What's Wrong with Our Knowledge Base?
When service organizations strive to evolve to the next level, knowledge management is often a key component of the str...
KCS Coaching to Change Behavior
The goal of this article is to dive into the role of a Knowledge-Centered Support (KCS) coach and some basic coaching st...
Apollo Education Group, KCS Case Study
Apollo Education Group was one of the three finalists for the HDI Knowledge-Centered Support Award in 2015. The finalist...

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