Join Adam Maino for a conversation about how he launched Intelligent Swarming at FinancialForce, including:Embracing adaptability in making swarming workFocusing on culture change and communicationThe implications of letting the people who are doing the work drive the development of the processAs always, there will be time for questions and discussion.KCS is a registered service mark … Continue reading KCS in Action: Swarming at FinancialForce
Please register here for dial-in attendance. While it is preferable to have everyone attend in person, dial-in will be available during certain times for those who are not able to travel. Please see the meeting agenda for dial-in times. Keep in mind that the topics are often fluid and not necessarily covered at an exact time. Technology … Continue reading Intelligent Swarming Team Meeting (Online)
Register on this page to attend the meeting in person. To attend online only, please click here. Save the date to join us in Tampa, FL for a team meeting on Intelligent Swarming. Details to follow. Agenda Coming SoonWednesday 9:00 am to 5:00 pmThursday 9:00 am to 5:00 pmAirport: Tampa International Airport (TPA)~ 10 minutes from the … Continue reading Intelligent Swarming Team Meeting (In Person)
Daniel Miller from Geotab will discuss how to build a Knowledge Domain Expert process to identify and deal with zero result searches on your knowledge base.As always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for Service Innovation.
Join us in Santa Clara for a one day KCS® Coach Workshop and take your KCS implementation to the next level. KCS Coaches look after the most important part of a KCS implementation: the people doing the work. The creator of the KCS coaching curriculum, Beth Haggett, MSW, LCSW, PhD, will help us: Understand what makes … Continue reading KCS Coach Workshop
Join us in Santa Clara for a one day event focused on bringing the KCS® community together for Knowledge-Centered Service content, conversations, and connections.The KCS Academy, the network of resources and practitioners for KCS (the knowledge and content management best practice), is hosting a one-day conference. Come participate in conversations about:KCS implementation challenges and best … Continue reading KCS Academy World Tour: Silicon Valley 2020
Join us for an online conversation around Predictive Customer Engagement. We’ll look at the predictive model as it stands today and discuss the challenges of building mechanisms for reflection into support and service organizations. This will be an interactive discussion; attendees can share their experiences and discuss their challenges. Video participation is strongly encouraged! Register … Continue reading Predictive Customer Engagement Team Meeting (Online)
Marc Noble from Waters will udpate us on their KCS journey including challenges with Field Services and their current Knowledge Domain Expert hybrid.As always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for Service Innovation.
This event is open to Consortium Members only. Due to COVID-19, this has shifted from a two-day in-person event to an online-only event. One of the most important things we can do to sustain interest in KCS is to provide to knowledge workers visibility to the impact their KCS work is having. As we … Continue reading Enhancing KCS Roles Team Meeting (Online)
Lynda King from ServiceNow will talk about her experience using KCS to improve time to resolution for technical support agents. As 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 agreeing to abide by the Member … Continue reading KCS in Action: Improving Time to Resolution
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
Knowledge Domain Analysis is how we identify and communicate the benefits of our KCS implementation. Join Monique Cadena from Akamai and Kelly Murray from the Consortium for Service Innovation for a conversation around building executive support for the Knowledge Domain Analysis function in our organizations. How have you been successful? What challenges do you face? … Continue reading Consortium Conversation: Securing KDA Resources
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
Determining the value of knowledge requires patience and persistence. This event is open to Consortium Members only. Join us to explore the relationship between knowledge and value. We'll look at new versions of the Consortium's value models, discuss strategies to get the right content in the right format to the right person at the right … Continue reading The Relationship Between Knowledge and Value: Team Meeting
Chat with fellow KCS practitioners on pressing topics. Topics will be moderated by the Consortium Staff and other KCS experts. Join the KCS community as we host a virtual version of the successful KCS Roundtables format from the KCS Academy World Tours!Choose three out of six topics to chat about in small groups - we'll … Continue reading KCS Academy Roundtables
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
Impacts and implications of this year's accelerated digital transformation. This event is open to Consortium Members only. Join us to discuss the impacts and implications of this year’s accelerated digital transformation. We’ll hear member experiences from athenahealth, Akamai, Poly, F5 Networks, Dell Technologies, PTC, and more around topics including: Leveraging KCS content for digital automation … Continue reading Virtual Member Summit 2020
A summary of the 2020 Member Summit. Join Executive Director Matt Seaman for a recap of the 2020 Member Summit and hear an update on the great work Consortium members presented there. As always, there will be time for questions and discussion.
Coveo's Bonnie Chase discusses how to improve the capacity and efficiency of your knowledge-centered organization Today’s support leaders know that going digital isn’t enough - that strong content practices and robust measurement are the only way to deliver the service experiences your customers expect across every channel. Experiences need to be optimized to meet the … Continue reading KCS Aligned Vendor Series: Optimize for Service Success
Learn how to use Visual Thinking to create a Strategic Framework. A strategic framework is a powerful tool that enables you to link KCS benefits to your organization's goals. Sometimes creating them can feel overwhelming. Kai Altenfelder, KCS Certified Trainer at Pro Accessio, will demonstrate how a Strategic Framework Canvas and the use of the … Continue reading KCS in Action: Building a Strategic Framework