KCS and Chat Strategy

Zoom

This call is open to Consortium members only. Join Melissa Burch and Madison Davis from Zendesk as they talk through their thoughts and approach on using chat in a KCS environment.  What has to be different about capturing, structuring, reusing, and improving knowledge used in chat sessions? As always, there will be time for questions … Continue reading KCS and Chat Strategy

KCS in Action at athenahealth

Zoom

Unlocking self-service engagement in a KCS environment. Adam Mullen from athenahealth reviews their approach to unlocking self-service engagement including:Analyzing user experience and behavior scienceReviewing performance metricsLeveraging change managementAs always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for Service Innovation. By registering for this event, I am … Continue reading KCS in Action at athenahealth

KCS in Action: Coaching Program & Licensing Model at Chick-fil-A

Zoom

Experiences and lessons learned with a KCS coaching program and licensing model. Lyndsay Kinyoun and the knowledge team at Chick-fil-A will talk through their experience and lessons learned around their KCS coaching program and licensing model. As always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for … Continue reading KCS in Action: Coaching Program & Licensing Model at Chick-fil-A

KCS in Action: Helping Managers Understand KCS

How Tyler Technologies helps managers grow their understanding of KCS. Libby Healy from Tyler Technologies walks us through her KCS training for managers and discusses the manager-training sweet spot: actionable information between detailed knowledge worker training and high-level leadership strategy. As always, there will be time for questions and discussion.KCS is a registered service mark … Continue reading KCS in Action: Helping Managers Understand KCS

Member Summit 2020

Austin Proper 600 W. 2nd Street, Austin

2020 Member Summit: convening Tuesday evening, September 22 at 7:30 pm, and adjourning Friday, September 25 at 12:00 noon.  Information on COVID-19 impact here. Join us in Austin, Texas at the 28th Annual Member Summit where we will discuss the ever-accelerating transformation services organizations face as customer engagement becomes the focus across the enterprise. Future … Continue reading Member Summit 2020

Member Summit 2020 Guest Program

Austin Proper Hotel 600 W. 2nd Street, Austin

Member Summit Guest Program Spouses and guests are invited to attend the welcome/dessert reception on Tuesday evening, the group dinner on Wednesday evening, and the breakfast buffet on Wednesday, Thursday, and Friday. On Tuesday, September 22, the welcome/dessert reception will start at 7:30pm. On Wednesday, September 23, the group dinner will start at 6:00pm. On … Continue reading Member Summit 2020 Guest Program