KCS

We have said many times that we have not seen a successful KCS program without a KCS coaching program. Similarly, we have not seen an organization maximize the value of…

A group of Consortium Members were inspired to make the KCS v6 Adoption Guide more helpful and to better reflect how they approach organizational transformation. Updates include: Changes are live!…

Yes, the new resources and announcements already shared this year have been exciting. And, YES, we managed to top it with incredible updates this quarter! Community News The biggest news,…

We have seen many instances of KCS working very well outside Customer Support. KCS captures knowledge as a by-product of the interaction, and there are interactions everywhere.  We have seen countless…

The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an…

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…

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!…

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…

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…

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…