Using Change Management to Enable KCS

“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…

Reflecting on KCS Roundtables

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…

Knowledge Domain Experts Get Social at Quest

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…

Selling the Benefits of a KCS Coaching Program

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…

Starting the KCS Journey at Alation

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…

KCS Implementations Beyond Customer Support

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…

KCS in Action: Turning Data into Continuous Improvement

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…