To support organizations and customers alike, badly written knowledge base (KB) articles are costly, very costly. A company spends or loses money each time a person has to struggle to read bad KB content. And bad KB articles cost organizations something precious that's not measured in dollars or cents: trust. In this session, Leslie O'Flahavan […]

Most people don't think "How empathetic!" when they think of technical support. In fact, the engineers, technical experts, SMEs, and other professionals who work in support can be overtly hostile to the mere idea of expressing empathy. When asked to write customer communications that show empathy, they balk and reply, "Just how much 'marshmallow' do […]