Predictive Customer Engagement Team Meeting (Online)

Zoom

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)

KCS in Action at Waters Corporation

Zoom

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.

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

Consortium Conversation: Securing KDA Resources

Zoom

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

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

The Relationship Between Knowledge and Value: Team Meeting

Zoom

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

KCS Academy Roundtables

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

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

Virtual Member Summit 2020

Zoom

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

Member Summit Recap

Zoom

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.

KCS Aligned Vendor Series: Optimize for Service Success

Zoom

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

KCS in Action: Building a Strategic Framework

Zoom

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

Elevate Your KCS Processes with Technology Fueled by RightAnswers

Zoom

Michelle Stumpf discusses how to elevate the KCS processes in your knowledge-centered organization using RightAnswers KCS implementation involves the evolution of our people, process and technology. RightAnswers is committed to KCS ensuring their product supports the latest KCS best practices out-of-the-box while driving innovation and automation which is focused on the KCS methodology and processes. … Continue reading Elevate Your KCS Processes with Technology Fueled by RightAnswers

Knowledge as a Service: Team Meeting

Zoom

As more companies use KCS across the organization, it's time to explore Knowledge as a Service. This event is open to Consortium Members only. Join us for a conversation around Knowledge as a Service. What does that mean and how is it different from what we're doing now? We'll explore the evolving value models, hear … Continue reading Knowledge as a Service: Team Meeting

KCS in Action at OSIsoft

Zoom

KCS Guild: "Use your best coaches to drive change!" Alex VanFosson describes lessons learned on OSIsoft's KCS journey, and their experiment with a KCS Guild. 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 … Continue reading KCS in Action at OSIsoft

Electrolux Case Study: KM Strategy to Improve Customer Experience

Zoom

Lena Stormvinge, Head of Digital Services at Electrolux presents their KM Strategy, success factors, learnings, accomplishments, and beyond. In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results … Continue reading Electrolux Case Study: KM Strategy to Improve Customer Experience

KCS in Action: KB Driven Problem Management

Zoom

Akamai's "KB Driven Problem Management" approach addresses root cause pitfalls. Learn how Akamai's KDE (Knowledge Domain Expert) Program developed a "KB Driven Problem Management" approach that solved the pitfalls of root cause codes and case classification. Sathish Narayanan and Paul Lane of Akamai will share how they've turned data into action, lessons learned and their … Continue reading KCS in Action: KB Driven Problem Management

Consortium Member Update

Zoom

A year-end summary on the work of the Consortium for Service Innovation. Members and non-members alike are invited to join Matt Seaman, Kelly Murray, and Arnfinn Austefjord as they provide an overview of the recent work of the Consortium for Service Innovation, including: Measuring Self-Service Success The KCS v6 Knowledge Domain Analysis Reference Guide Summaries … Continue reading Consortium Member Update