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), 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 Service (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 Service (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
FROM THE BLOG
The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities. I encourage you to read it—there are good lessons for any KCS practitioner. In this blog, I’d like to complement the case study with my perspective as their consultant. […]
Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise applications require taxonomies to work properly. Since these enterprise applications are managed by different groups, it’s natural that each taxonomy will start out different and […]
TL;DR: It’s better to trust and empower Tier 1 than to make customers run through the gauntlet because you only allow Tier 3 to do certain things. I want to share my support customer journey this week–not to complain, but to prompt some reflection on the CX implications of well-intentioned support policies. A week and […]
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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.