Yael McCue is the Senior Implementation Strategist at Guru and a customer support futurist. Based in San Francisco, Yael consults Guru's large enterprise customers on their knowledge architecture and revenue empowerment strategies. Before Guru, Yael worked in customer support operations at TaskRabbit, Uber, and many high-profile nonprofits. Yael is a certified Knowledge-Centered Service v6 Trainer.
The Problem with Proactive Documentation: Flipping the Script With KCS and Guru
Knowledge-Centered Service (KCS) encourages everyone who solves problems to document how they solve those problems in the moment that they solve them. Read how Guru empowers KCS best practices through knowledge management.
Customers Are Coworkers: What CX Can Learn From HR
We've all heard the phrase 'internal customers' to describe working cohesively with our coworkers, but what if we flip that and think of customers as 'external coworkers?' Check out three ways customer experience (CX) leaders can draw from HR by treating