A multi-illness epidemic seems to be starting up around here so I don't have time to write what I originally wanted to for this post, but I did find an excellent resource for getting your customer service and support in tip-top shape.

The Consortium for Service Innovation has a process called Knowledge-Centered Support, or KCS (which is a service mark of the Consortium). I thought you might like to take a look at the premise behind it to get some ideas about service improvements. This page on their site has an overview, case studies, links to other resources, papers and presentations. All of the material has been published under Right to Use with Attribution, which simply means to credit the original document creators if you use their information in any of your own documentation, presentations, or other media.

I hope this is helpful information. If anyone has other helpful links, please let us know about them.