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 … Continue reading KCS Implementations Beyond Customer Support
Author: 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 … Continue reading Voice of Customer Driven Service & Product Improvements: A Geotab Case Study
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 … Continue reading KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
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 … Continue reading KCS in Action: Turning Data into Continuous Improvement
While the Consortium for Service Innovation has been pursuing service excellence with Members for 30 years now, the KCS v6 certifications through the KCS Academy (the only certifying body for … Continue reading KCS v6 Certification Digital Badges are live!
Coaching is a critical component of a successful KCS program. We were very fortunate to have three seasoned KCS practitioners join us as panelists on our November KCS in Action … Continue reading Coaching to Maximize the Success of your KCS Program
Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai … Continue reading Akamai’s Guiding Principles for a Successful KCS Adoption
An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS implementation. On a recent KCS in Action call, Jorge Carrasco, Social and Community Manager … Continue reading Social KDEs at Quest
Moving known issues out of the Agent-Assist channel and into the Self-Service channel is a key benefit of deploying KCS, yet many companies struggle to do this effectively. A common … Continue reading Move Known Issues Out of the Assisted Channel
We are excited to announce the availability of a new KCS case study! ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief details ServiceNow’s Customer Support journey with KCS. In … Continue reading Announcing a New KCS Case Study