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

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

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

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

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 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