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
We’ve lead certification workshops for many customers this year. We’ve noticed a pattern of behavior that contributes to passing the certification exam, and we feel it’s worth sharing as demand for KCS v5 Practices Certification is growing. Why get KCS Practices Certified? For Individuals – The certification recognizes your skills and expertise. If you’re just […]
We recommend replacing your CSAT question with a Customer Effort Score (CES) question. Unlike CSAT, CES measures things that are largely in your control.
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.
KCS Foundations Workshop
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