WHAT WE DO
DB Kay & Associates provides KCS consulting and KCS training for technical support organizations looking to launch, refocus, or re-energize their knowledge management, Knowledge-Centered Support, and self service programs.
At DB Kay & Associates we give you the knowledge and confidence to create a successful and sustainable program, and help your support team’s journey to be as effortless as possible.
FROM THE BLOG
Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.
You know KM works. You probably want to share the good news. But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.
In Support, we know it doesn’t have to be like that. In Support, we use KCS. And KCS works. And KCS works for other parts of the company, too.
An executive at a software company was talking with me […]
KCS Foundations Workshop - September 2014
DB Kay & Associates is the leading provider of training and consulting for Knowledge Centered Support (KCS), Knowledge Management (KM), self-service, remote access, and collaboration. David Kay has been recognized with a Consortium Innovator Award from the Consortium for Service Innovation for his contributions to their Knowledge Centered Support (KCS) and Adaptive Organization (AO) initiatives. He is co-inventor of six pending patents covering the use of next-generation technology in customer service. David Kay is one of six instructors certified by the Help Desk Institute (HDI) to teach the Knowledge Centered Support (KCS) Foundations workshop, and is HDI certified as a Help Desk Manager. DB Kay & Associates works with industry-leading support organizations such as Microsoft and Apple Computer. READ MORE