May 17, 2023 Arnfinn Austefjord
“KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…
April 13, 2023 Arnfinn Austefjord
We recently hosted a very engaging KCS Roundtables event consisting of six breakouts on the following topics: Huge thanks to our hosts for a great event! To allow for open…
February 16, 2023 Arnfinn Austefjord
An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS program. Jorge Carrasco, formerly the Social and Community Manager and Head of the KCS…
January 20, 2023 Arnfinn Austefjord
While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. At a…
November 28, 2022 Arnfinn Austefjord
Jessica Wu, Customer Success Manager at Alation, is KCS v6 Practices Certified and has been practicing KCS since 2014. While Jessica has experience running KCS programs at other companies, Alation…
October 31, 2022 Arnfinn Austefjord
We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of…
August 19, 2022 Arnfinn Austefjord
We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere. We have seen countless…
June 15, 2022 Arnfinn Austefjord
Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving…
April 8, 2022 Arnfinn Austefjord
Padma Prasad, Senior Manager, Digital Support Operations– Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop. She shared so many best practices in this webinar, as well as…
February 25, 2022 Arnfinn Austefjord
Experts from Akamai (Laurence Leccia, Knowledge Domain Expert, and Christina Roosen, Community Program Manager) shared their Knowledge Domain Analysis (KDA) program in a KCS in Action webinar. They provided an…