Padma Prasad, Senior Manager, Digital Support Operations-- Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop. She shared so many best practices in this webinar, as well as … Continue reading KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
As we passed the 2 year anniversary of our sudden shift to virtual, our community continues to show up with passion, collaborate across companies, and have new accomplishments to celebrate! … Continue reading Q1 2022 Recap: Exciting Community Updates, Momentum for KCS and Intelligent Swarming
Experts from Akamai (Laurence Leccia, Knowledge Domain Expert, and Christina Roosen, Community Program Manager) shared their Knowledge Domain Analysis (KDA) program in a KCS in Action webinar. They provided an … Continue reading KCS in Action: Turning Data into Continuous Improvement
While the Consortium for Service Innovation has been pursuing service excellence with Members for 30 years now, the KCS v6 certifications through the KCS Academy (the only certifying body for … Continue reading KCS v6 Certification Digital Badges are live!
It's time to celebrate! But first, a brief origin story. Some folks got together in 1992 to brainstorm around software features and functionality for customer support, but quickly realized that … Continue reading Innovating Together For 30 Years!
2021 was an exciting year for the Consortium and we are truly looking forward to the year ahead! Discovery and change continue for most everyone in our community. In the … Continue reading Member Update – Continuing to Adapt for 2022
Coaching is a critical component of a successful KCS program. We were very fortunate to have three seasoned KCS practitioners join us as panelists on our November KCS in Action … Continue reading Coaching to Maximize the Success of your KCS Program
Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai … Continue reading Akamai’s Guiding Principles for a Successful KCS Adoption
Over the last few weeks I have had the good fortune of participating in Consortium member conversations highlighting the power of well-run Program Management Offices. It occurs to me that … Continue reading The Power of Program Management
An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS implementation. On a recent KCS in Action call, Jorge Carrasco, Social and Community Manager … Continue reading Social KDEs at Quest