News

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…

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…

We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of…

A group of Consortium Members were inspired to make the KCS v6 Adoption Guide more helpful and to better reflect how they approach organizational transformation. Updates include: Changes are live!…

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…

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,…

Yes, the new resources and announcements already shared this year have been exciting. And, YES, we managed to top it with incredible updates this quarter! Community News The biggest news,…

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…

The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an…

Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving…