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…

Q4 2022 Recap and End of Year Summary

We were grateful to finally gather again with Members in person towards the end of the year, marking a transition to a new blend of both in-person and virtual events…

Member Summit 2022 Recap

Member Summit 2022 marked the third time we’ve hosted our biggest annual event in a virtual format. While we are beyond excited to return to an in-person gathering for Member…

Celebrating 30 Years and a New Look

At the Consortium’s 2022 Member Summit, we celebrated 30 years of innovating together.  Greg Oxton shared a history of the Consortium, reflecting on how the bodies of work developed, matured,…

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…