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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.

DB Kay & Associates Named Winner of TSIA’s Spring 2014 TechBEST Awards

Leading Organizations Honored at Technology Services World (TSW) Best Practices Conference in Silicon Valley – READ MORE


Preparing for KCS Certification – It Pays Off

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 […]


KCS Foundations Workshop

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Close Enough: Simple Techniques for Estimating Call Deflection
Measuring call deflection is the elephant that simply won’t leave the room. It’s not possible to measure precisely, but executives want credible numbers anyhow. This article presents a few practical techniques for estimating a call deflection number that passes the sniff test. As a side note, we write “call deflection” because it’s the phrase that is most often used, but there’s nothing telephone-specific about it. For the purposes of this article, call deflection also means avoided chat sessions, emails, online case submissions—any contact that requires human attention.



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