News & Updates

We always stress the importance of ensuring KCS articles are written in the customer context and are problem-centric rather than solution-centric.  We might capture and publish an article on “How…

Read Predictive Customer Engagement (1 of 3) The Event Loop The work of Consortium member companies on the Predictive Customer Engagement initiative started with a simple question, “How can we…

A guest post by Laurel Poertner, Director Knowledge Services at F5 Networks. I often think about how the people-side of KCS® is what makes it special.  When you read how…

It seems like every discussion today around the future of Support Services, Customer Experience, or Self-Service includes a component of Machine Learning (ML) and how it will revolutionize the engagement…

The 2019 Executive Summit was held at the beautiful Lodge at Flying Horse in Colorado Springs last week. We were joined by 27 leaders from 17 different Consortium Member companies,…

The KCS Academy hosted a KCS in Action web session on September 25 about how to improve collaboration between groups who contribute differently to essential knowledge capture in organizations. Watch…

Vocabulary is important!  I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption.  These three concepts are very self-centered; they reflect…

A guest post by Tom Brennan, Global Director of Customer Service Transformation at ServiceNow We’ve all been there. A product or service issue crops up and, after exhausting your options,…

How do we deal with very generic issues or problems that have multiple possible causes? There are two ways to approach this: a hub article or a resolution path. While…

We always caution KCS design efforts to not “over engineer” the process or the content standard.  This is particularly true when it comes to article templates. People often ask, “how…