KCS

What is standard industry practice? What are the pros and cons? Consortium members are all over the map on whether or not to put their knowledge base content out into…

A new case study is up on the KCS Resources page at the KCS Academy: Improving Customer Success with Self-Service at HP HP has validated the long time Consortium assertion:…

Three minute summary: Consortium members met at National Instruments in Austin to discuss the convergence of Communities, Social Networks, and KCS. Melissa George began by setting some context and covering…

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at MathWorks! Delivering Technical Support Knowledge to the Customer Community MathWorks’ goal was to offer integrated…

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! This follows up nicely on their case study from last year: When Everyone Can…

Learn how different organizations have been successful with KCS: see KCS Case Studies in the Digital Library.

Two minute video summary: A recurring topic of interest for Consortium members is how to energize or re-energize a KCS implementation. A group met at the Apollo Group in Phoenix,…

Two minute video summary: Gamification.  What is it? Can we use it in our KCS implementations? A group of Consortium members gathered at Dell in Austin TX to discuss the…

Years of experience have shown that there is a direct correlation between KCS understanding and KCS results. Use official KCS certification to strengthen your organization’s program and reap the benefits.…

In the spirit of total honesty, I have to tell you that until recently, every time ITIL came up in a conversation, invisible shields went over my ears and I…