The Verghis Group

Knowledge Centered Suport (KCS V5) workshop – Boston May 16-18

By Phil Verghis on April 11, 2011

Take a long, hard look your organization’s existing approach to support. How much do you suppose this outdated model is costing? Not just in terms of morale, but the company’s bottom line? Chances are, it’s thousands – maybe hundreds of thousands of dollars a year. Would your bosses be pleased if you could trim your budget by even a fraction of that amount?

By popular demand, we are offering the Knowledge Centered Support (KCS V5) Foundations workshop, May 16-18 in Boston, presented by experts from the Consortium for Service Innovation and The Verghis Group. We will be presenting the foundations of KCS, with several Verghis Group twists, particularly “un-mad” measures and internal communications strategies that will accelerate your success!

Want to learn more about how KCS can transform the lifeless pool of support information into useful knowledge, action and excellence?  In a cost effect and proven way?

This workshop is specially designed for support/service center directors and managers, Knowledge Management program managers, and other professionals responsible for implementing Knowledge Management strategies.

More info and registration at:

Transforming knowledge into action workshop (KCS v5 workshop)

By Phil Verghis on February 22, 2011

(Date changed to May 16th – 18th)

By popular demand, we are pleased to offer our first knowledge management workshop. It is simply one of the most effective ways to get a 20-40% productivity gain — and align the entire organization (not just support) around the customer. Join Adam Krob from May 16th to May 18th near Boston. Co-taught with Melissa George, the Program Director of the Consortium for Service Innovation.


Higher Education: Able to leapfrog traditional IT support or not?

By Phil Verghis on January 11, 2011

I got a call from Dennis Carter, the assistant editor of ecampus news, and was quoted in an article titled ‘College help-desk services lacking in tech use‘.

In general, many campuses tend to follow industry best practices, and fall short. It’s not surprising given the lack of resources. However, the good news is they can power past most of the best of the best in industry with smart use of social media for higher education support.  They have built-in communities that, properly nurtured, can be models for service and support.

Yes before I defected to the commercial world, I worked at universities… The team at Duke University won an award from Network World.

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