Author: Kelly Murray

The Consortium for Service Innovation’s annual Executive Summit is an invitational, discussion-based event for leaders of support and service organizations. This year it took place on 16-17 March. We had…

We’ve been talking a lot lately about Knowledge Domain Analysis and how the knowledge worker behavior of “reuse” – of linking or attaching a knowledge article to an incident –…

A KCS v6 update! The methodology continues to be refined through use by the members of the Consortium for Service Innovation. As we think about how we assess value creation…

A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for…

An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program…

Right after Matt posted on Complex Adaptive Systems and the Illusion of Control, I read Maria Konnikova’s book The Biggest Bluff. In it, the author uses her training as a…

A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer…

Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people…

Just three weeks ago, we hosted a one day KCS Coach Workshop taught by Dr. Beth Haggett, who developed the KCS Coach program. We had a great day together: about…

We often talk about how customers want to know what we in support know, as soon as we know it.  Publishing knowledge to requestors quickly is one of the benefits…