News

We had our first KCS Academy Virtual Roundtable event earlier this month.   It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS…

I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support…

A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer…

Recently I posted on how we define escalation, and the confusion it can cause based on context of use.  Deflection is another word that persists across the support and service…

Intelligent Swarming is gaining momentum in the Technology Services and IT Service Management industries as companies look to optimize the way they connect their people with the work that needs…

A Critical Enabler for Digital Transformation Success Companies, and their service organizations, are increasing their focus on digital transformation to maximize the availability and satisfaction of their product sand services…

As more companies are exploring and implementing Intelligent Swarming, it has become apparent that the word “escalation” is one we’re using all the time, but often we’re using it to…

Digital transformation has been a hot topic for a number of years now.  The stay-at-home impacts of COVID-19 have demonstrated the importance of this transformation, which at its center, is…

Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people…

In the services world, especially in support functions, the need to stay engaged, available, and collaborating has never been more critical.  The spread of COVID-19 continues to force families, companies,…