KCS

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…

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…

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…

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…

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…

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…

Moving known issues out of the Agent-Assist channel and into the Self-Service channel is a key benefit of deploying KCS, yet many companies struggle to do this effectively. A common…

We’ve been talking a lot lately about Knowledge Domain Analysis and how the knowledge worker behavior of “reuse” – of linking or attaching a knowledge article to an incident –…

A KCS v6 update! The methodology continues to be refined through use by the members of the Consortium for Service Innovation. As we think about how we assess value creation…

A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for…