KCS

An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program…

We are excited to announce the availability of a new KCS case study! ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief details ServiceNow’s Customer Support journey with KCS. In…

A guest post by Andy Koopmans, Senior Technical Writer at F5 When we started KCS at F5, I was skeptical and concerned. As a technical writer on the AskF5 team…

Measuring the shift left of a digital transformation journey has always been a challenge for service organizations. Part of the issue has been their reluctance to change the currency of…

We had our first KCS Academy Virtual Roundtable event earlier this month.   It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS…

I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support…

A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer…

A Critical Enabler for Digital Transformation Success Companies, and their service organizations, are increasing their focus on digital transformation to maximize the availability and satisfaction of their product sand services…

Digital transformation has been a hot topic for a number of years now.  The stay-at-home impacts of COVID-19 have demonstrated the importance of this transformation, which at its center, is…

Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people…