News

Read Predictive Customer Engagement (1 of 3) and (2 of 3) Now that we have explored a model to think about applying Data Analytics and Machine Learning to a closed…

Updated 22 June 2020 Consortium Annual Member Summit will happen virtually on September 23-25. The Consortium’s Annual Member Summit is about bringing together a community of passionate people, and it…

We often talk about how customers want to know what we in support know, as soon as we know it.  Publishing knowledge to requestors quickly is one of the benefits…

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…