The Verghis Group

Exciting new blog posts from Adam on Knowledge Sharing

By adamk on January 11, 2013

Adam has been a guest blogger for HDI for several months and has created some great articles on knowledge sharing programs, particularly from the operational managers perspectives.  Take a look at all his posts and follow him at

We would love to hear from you!

3 Shaky Pillars of Customer Support Metrics

By Phil Verghis on October 3, 2012

A link to my October 2012 newsletter…

Just finished superb session with Cisco and Pitney Bowes

By Phil Verghis on May 9, 2012

I had a great TSIA Spring 2012 session with two smart and talented co-presenters – Janet Ramey (Sr. Director, Cisco) and Karen Lim (VP, Pitney Bowes) on Measures, Metrics and Madness. Both shared how two very different companies with different cultures and styles made major changes by moving away from obsessing on metrics. I shared some new research we have seen from behavioral psychology on how to target specific habits in order to change behaviors.

Join us at Technology Support World

By Phil Verghis on May 4, 2012

Adam, Priya and I will be at the Technology Services World conference in Santa Clara this coming week. We have a number of 1:1 meetings already set up — there are a few slots left if you’d like a private conversation on what’s on your mind.

  • The Verghis Group booth – 44b.
    Do stop by for a preview and launch of a new service we have been working on, which will be available to a select group of beta-testers by invitation only. We are looking for innovators. No followers. Interested? You know where to find us.
  • Monday May 7th: 12:45 PM – Expo hall.
    I can’t give you details yet, but this is superb news. If you are a friend/client – do come. You won’t regret it and we will really appreciate it.
  • Tuesday May 8th: 4 – 5 PM
    Phil will be facilitating a session with Karen Lim (VP of Global Software Support at Pitney Bowes) and Janet Ramey (Senior Director of Strategic Business Operations at Cisco). We will talk about large-scale changes that resulted from a new way of looking at metrics at two very different companies. The practice sessions have been superb, and I’m looking forward to sharing and learning.

You can see the schedule here:


Einstein and the Pursuit of Gross National Happiness – Nov ’11 newsletter

By Phil Verghis on November 5, 2011

Announcing the Nov 2011 Verghis View newsletter — ‘Einstein and the Pursuit of Gross National Happiness’ — lessons on measurements from disparate sources like Einstein, an ancient Egyptian cartographer and a tiny, landlocked Himalayan kingdom.

This has generated an immense response – from  five continents so far…

New Transforming Knowledge Workshop (KCS v5 Foundations) in Boston December 5-7!

By adamk on September 23, 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 our second Knowledge Centered Support (KCS V5) Foundations workshop, December 5-7 in Boston, presented by experts from 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:

Measures Metrics & Madness: Boston event – October 5, 2011

By Phil Verghis on September 12, 2011

I’ll be leading a highly interactive version of my workshop — ‘Measures, Metrics & Madness: the new world of guiding, not grading’ at the First Wednesday Group session in October. Seats will sell out, so act now…

Courtesy discount code for workshop by Dr. Adam Krob

By Phil Verghis on August 30, 2011

Adam has just informed me that he has a few seats left for his intensive workshop on communication skills and Knowledge Centered Support. September 12-16th, Santa Clara, California. and the courtesy discount code is: SEI2011

New Workshop – Support Excellence Intensive – September 12-16 in Santa Clara, CA

By adamk on June 29, 2011

We are excited to announce a new workshop – Support Excellence Intensive from September 12-16 in Santa Clara, CA.  Co-taught with FT Works (this is their first open workshop in 14 years!), this 5-day intensive covers customer service and communications skills as well as the foundations of KCS.  This is a first-time combination of two of the key areas you have to have to be successful in customer support – knowledge and communications.

Sign up soon!  Registrations are limited to 16!

Ready to learn more?

Big smile

By Phil Verghis on April 13, 2011

One of the most satisfying aspects of working with clients around the world is knowing what you do makes a difference for them and their customers. I don’t get to do workshops often, but…

…a  ‘Metrics, Measures and Madnessworkshop attendee called to let me know something after the workshop on Friday that made me feel really good. He took a proverbial knife to the 1,500 reports that he was responsible for producing and made available only 500 from Monday onwards – and no one noticed.

That same Monday, his boss asked for a new report. He took the time to ask all the right questions – who is the audience, what is the purpose, how will the information be used, how will feedback be given on use of the information, how will customers benefit etc. The boss was puzzled with all the questions, but gave all the answers. When she got the report and the analytics behind it, she said it was the best report she ever had.

Next workshop: Transforming knowledge management. For those of who know, it is the Knowledge Centered Support (KCS V5 Foundations workshop), with many Verghis Group twists…, co-taught with the Consortium for Service Innovation, the custodians of the standard.


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