When it comes to customer service, knowledge is power. We’ve all been there. A product or service issue crops up and, after exhausting your options, you pick up the phone. And so begins the dreaded game of Russian roulette that is a call to customer service. Will your problem be fixed? Or will frustration continue? … Continue reading Why Knowledge Is Your Best Defense Against Angry Customers
We are pleased to announce that Arnfinn Austefjord will be joining the staff of the Consortium for Service Innovation on June 3, 2019 as the new Global Head of the KCS Academy. The KCS Academy continues to nurture and support the ever-growing number of KCS practitioners, Certified Trainers, and KCS Verified and Aligned partners, and Arnfinn’s focused leadership will … Continue reading Welcome Arnfinn Austefjord
The Consortium for Service Innovation is pleased to announce the publication of the Intelligent Swarming: Framework for Collaboration. This post (available as a pdf here) is a recap of that longer work. “We have eliminated the word ‘escalation’ from our vocabulary,” says Marco Bill-Peter, VP Global Support Services, Red Hat. Steve Young, formally with Service … Continue reading Intelligent Swarming: Collaboration on Steroids
Melissa George has announced that she will be leaving the Consortium for Service Innovation and the KCS Academy effective May 1, 2019. As with all outcome-based measures, it is hard to quantify Melissa’s immense impact on the technology services industry and her innumerable contributions to the Knowledge-Centered Service (KCS®) methodology over the last 20+ … Continue reading Staff Change
A new case study is up on the Intelligent Swarming page: Intelligent Swarming at Tricentis Tricentis provides streamlined support on complex products while increasing collaboration and customer and employee satisfaction by removing tiers of support.
Please join us in welcoming Matt Seaman as the new Executive Director of the Consortium for Service Innovation! He will be joining the staff on January 1, 2019. In anticipation of his retirement, current Executive Director Greg Oxton will continue his work with the Consortium in the role of Strategic Advisor over the next year. … Continue reading Welcome to our new Executive Director!
Executive Summit 2018 22-24 October 2018Thompson Seattle, Seattle, WA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Leadership Framework and the Adaptive Organization - Greg Oxton, ConsortiumInterview with Amanda Parsons, General Manager of the Thompson Hotel - Kelly Murray, ConsortiumAsking the Right Questions: Get People Aligned to the Same … Continue reading Executive Summit 2018 Summary
KCS: Agile Knowledge Management Team Meeting3-5 October 2018Hosted by MindTouch in San Diego, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Setting the Context: Agile Support - David Kay, DB Kay & AssociatesVisualizing KCS Adoption and Quality for Managers and Executives - Jacob Watts, Red HatContent: A Metrics Framework. … Continue reading Team Meeting Summary – KCS: Agile Knowledge Management
KCS Across the Organization Team Meeting19-20 September 2018Hosted by Dell EMC in County Cork, Ireland Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Overview: KCS Across the Organization - Melissa George, ConsortiumExpanding KCS success from the traditional support environment into the Professional Services organization - Jim Mullins, Dell EMCConsiderations for … Continue reading Team Meeting Summary: KCS Across the Organization
Leveraging ML and AI for Customer Success Team Meeting8-10 August 2018Hosted by PTC in Needham, MA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Landscape and Opportunity for Automation in Support - Greg Oxton, ConsortiumLeveraging Text Analytics, Machine Learning and Artificial Intelligence in Support - Dan Nowitz, PTCTableau's Journey … Continue reading Team Meeting Summary: Leveraging ML and AI for Customer Success