Newest Resources

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…

From day one as a Member at my first Consortium for Service Innovation event, interacting with this community became my instant and consistent favorite professional endeavor. Now that I have…

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…

Over the last few weeks I have had the good fortune of participating in Consortium member conversations highlighting the power of well-run Program Management Offices.  It occurs to me that…

We are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement.  In…

Michelle Stumpf, KCS Practice Director and KCS Certified Trainer, shares her wisdom and experiences with helping organizations successfully implement KCS. While helping many organizations implement or reinvigorate KCS, Michelle often…

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…

In a previous post, we talked about organizations as Complex Adaptive Systems and how the inherent flexibility of people allows teams to manage through immediate disruption.  This model does not…

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…

Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support. Recording