What We Do
DB Kay & Associates provides KCS consulting and KCS training for technical support organizations looking to launch, improve, or re-energize their knowledge management, Knowledge-Centered Service and self-service programs. At DB Kay & Associates, we give you the knowledge and confidence you need to do KCS right.
DB Kay & Associates is the leading provider of training and consulting for Knowledge-Centered Service (KCS®) best practices for knowledge management, as well as customer experience practices including customer journey mapping, voice of the customer, and self-service experience design. DB Kay staff are KCS v6 Trainer and KCS v6 Practices certified by the KCS Academy. DB Kay’s Principal, David Kay, has been recognized as an Innovator by the Consortium for Service Innovation, is co-author of Collective Wisdom: Transforming Support with Knowledge, and holds five patents in knowledge management technology. READ MORE
KCS is a registered service mark of the Consortium for Service Innovation.
FROM THE BLOG
The Association of Support Professionals (ASP) recently published a report entitled The Changing Expectations of Support (membership required, and I encourage you to join if you haven’t!). It’s eye-opening. The clear message is, what was good enough no longer is. Here are some of the thoughts I shared with Al when he interviewed me for […]
Are you interested about all the recent talk around Knowledge-Centered Service (KCS) v6 Certification? We thought it might be helpful to answer some common questions and provide some resources. What is KCS v6 Certification? There are three types of KCS Certifications available for the current v6 version of KCS. They are industry certifications awarded to […]
Having said why it’s important to get taxonomies right, and what makes a good taxonomy, I should let you know how you can do taxonomy design on your own. In our taxonomy workshops, we facilitate organizations through this design process: Take an inventory. What taxonomies are currently in use by marketing, the marketing website, user communities, […]
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and Receive a FREE In-depth How-To Guide on Call Deflection - 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.