Biographical Information
Keith Holt is the director of product strategy for KANA’s Web self-service and knowledge management products. He has 13 years of experience consulting and designing systems to support customer service and Web self-service initiatives, including 12 years in the knowledge management space.
Prior to his current position at KANA, Keith was a senior solutions consultant at KNOVA Software, served as a consultant for Analysts International to Abbot Laboratories Diagnostics Division’s worldwide customer service organization, and designed knowledge management and Web self-service tools for major corporations such as TXU Electric and Tandy.
Articles by Keith Holt
The Search is On
Optimizing Search for the Customer Service Environment
29 Sep 2008
When it comes to customer service, search is fundamental. Contrary to common perception, the biggest reason search fails is not ineffective search engine technology. The real problem is that we tend to ask the wrong questions...