Back to The Lab again

Exterior_patio_of_the_National_Ignition_Facility

I went back to Lawrence Livermore national laboratory again this week and this time I got to get a tour of the National Ignition Facility…aka the most powerful laser on earth. The simple scale of the facility is awe inspiring as is the science. We are talking about a laser capable of replicating the birth of a small star. Commissioned in 1999 the lab is a cutting edge facility but one that brings home the pace of innovation across the globe but particularly in a facility like this. One of the things we were shown was the the next generation laser. At a tenth the size of the current version it is capable of being loaded onto a semi truck rather than being housed in a massive facility. Looking back across time this “tiny” laser’s output would have required a mile long facility in the 1980s.

For myself and Andi the working with the lab to develop a next generation proposal system has been exciting because it has let us feel like we are a small part of helping deliver scientific benefits that a place like LLNL a is uniquely capable of providing to a broader audience and to ensuring that the best use of this limited resource is made in order to ensure that every shot (firing of the laser) counts. Working with a dedicated team within the lab we believe that the social capabilities of Salesforce a well as its flexibility will help the lab not only make tough decisions on how to expend resources but also enable outreach to a broader community of scientists and institutions in order to bring in proposals from around the world that ultimately push science farther, faster than ever before.
When you think about it for any institution the proposal management process is critical whether in the realm of academic research, as it pains to public sector contracting and in the everyday commercial contracting occurring in businesses large and small across this country. Casting a broader net means more competitive proposals, more ideas and if done correctly better capabilities to vet those proposals such that the broader reach doesn’t become overwhelming.

This was our last week at the lab on this project. I’ll miss the people and the atmosphere. It is truly a unique place that is is chasing answers to some of the most complex lines of scientific inquiry that exist today. Playing even a small role in that is something I will always remember and treasure.

Thanks as always for reading my blog, I hope you will join the conversation by commenting on this post.

If you liked this post, please consider subscribing to this blog and following me on twitter @jmillsapps. I regularly give talks via webinar and speak at events and other engagements. If you are interested in finding out where to see me next please look at the my events page on this blog. If you would interested in having me speak at your event please contact me at events@joshmillsapps.com.

If you are interested in consulting services please go to MB&A Online to learn more.

Using Knowledge Centered Support (KCS) to provide better customer service

Webinar: Service Cloud – Understanding Knowledge Management

One of the things most of us have experienced is the “newbie” customer service rep. Stuttering, sputtering and robotically reading from a¬†script the rep stumbles through a time sucking call that inevitably ends with you getting disconnected en route to tier two support.

Whether it’s calling a company about a product or a government organization about a citizen service it’s always frustrating to hear confusion on the other end of the phone.

Knowledge Centered Support (KCS) is a methodology that focuses on knowledge as the key component of the customer service organization and it has been linked to significant decreases in the time it takes to onboard new staff, resolve customer issues and increases in customer satisfaction.

Salesforce’s Knowledge is KCS verified solution that can and should be married into your entire case management process. In particular organizations that have or require complex, compliance driven or standardized interactions with stakeholders can benefit from Knowledge. This video is part of a series built out of a training session on configuring Knowledge to support a generic Customer Service Knowledge Management process.

I think it becomes very easy to understand why knowledge management needs to be a consideration at almost every step in a modern case management process. When you start to look at each step in the case life cycle the opportunities to either build, edit, provide feedback or leverage become obvious.

 

 

Thanks as always for reading my blog, I hope you will join the conversation by commenting on this post.

If you liked this post, please consider subscribing to this blog and following me on twitter @jmillsapps. I regularly give talks via webinar and speak at events and other engagements. If you are interested in finding out where to see me next please look at the my events page on this blog. If you would interested in having me speak at your event please contact me at events@joshmillsapps.com.

If you are interested in consulting services please go to MB&A Online to learn more.