Leaders from Consortium Member companies gathered virtually this week for the 2023 Executive Summit. 32 executives representing 29 companies participated in two days of discussion. On day one, the Consortium’s…
At a recent meeting focused on AI and Automation for Customer Engagement, we had the opportunity to explore how the Predictive Customer Engagement model has evolved over the years, and…
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…
A recap of the February 2023 Connecting the Dots on Coaching team meeting.
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…
Findability and discoverability are unique challenges that can be addressed with an effective knowledge management strategy. In this webinar, Joe Jorczak, Head of Industry & GM, Customer Service & Support…
Michelle Stumpf, KCS Practice Director and Certified Trainer, leads a panel of seasoned KCS practitioners: Jacob Watts from PAR Technologies, Liz Bunger from Paychex, and Cheryl Wickwire from Arrow Electronics.…
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…
Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support. Recording
By connecting customers with content to solve known issues and support agents to investigate unknown issues, organizations can create experiences that make their customers (and yours) smile. For KCS practitioners,…
