Become a Member
Members of the Consortium represent companies that are known for their leading-edge approach to Customer Support.
Current Members
KCS Adopters
Companies using our Knowledge-Centered Support program dramatically improve their customer service approach.
About Us
The Consortium is a non-profit alliance of organizations focused on innovation for the support industry
Members create innovative ideas through a process of collective thinking and experience. The Consortium's work integrates academic research and emerging business trends with the members' operational perspectives. The result is innovative operational models that improve the customers' support experience.
Rather than make incremental improvements to current processes the Consortium develops new innovative ways to deliver outstanding customer support.
Mission
Advance the state of the art in customer interactions by developing innovative strategies, models and standards.
Vision
Business has moved from a model where value came from physical products to a world where value comes from knowledge, influence and relationships. This shift in the source of value requires new models, processes and practices.
Knowledge is the source of value - the by-product of interaction. And it is personal.
The consortium helps you move from the static, linear processes and command and control management practices to a dynamic, knowledge-enabled network with non-linear processes and management values that acknowledge the power of the human spirit.
We are rethinking the Customer Service model and defining how to make the transition that will result in new levels of capability, capacity and loyalty. In our forums we facilitate a process of collective thinking and collective experience. Through the integration of these conversations with academic research and emerging business trends, we develop innovative business strategies and operational models.