News

Leveraging Generative AI in your service organization is a hot topic all over the world. Companies, as well as countless tool vendors, are trying to determine the most appropriate use…

We recently hosted an engaging KCS Roundtables with breakout rooms on five popular topics: To allow for open and transparent discussion among the participants, we don’t record KCS Roundtables. Consortium…

The (ongoing and required) KCS Practice of Capture doesn't always result in creating new articles. Providing some clarity around the difference.

I recently had the opportunity to guide some folks through building an example Strategic Framework at the Support Driven Expo and what I shared could be useful to the community…

We hosted our annual Executive Summit this quarter, and were pleased that 32 executives representing 29 companies explored how humans will be the key differentiator as we move forward in…

We are proud to recognize our KCS v6 Verified Tool providers with new digital badges! Incident Management Agnostic Knowledge Management Combined Incident Management + Knowledge Management About the KCS v6 Verified Tool…

The good news: Most service organizations have expanded beyond their agent-assist channels to include self-service support for their customers! The bad news: While service organizations have robust measures for their…

We chatted about Intelligent Swarming at a recent session with the Customer Support & Success Executive Brain Trust Network. It was an enthusiastic group and a great setting to highlight…

We are proud to recognize our KCS v6 Aligned Tool providers with new digital badges! About the KCS v6 Aligned Tool Program For KCS to be successful in your organization, it must…

We are proud to recognize our KCS v6 Aligned Service providers with new digital badges!