What We Do

Knowledge-Centered Support (KCS) Adoption Services

A complete program of planning, training, strategic consulting and adoption support for KCS, the industry best practice for knowledge management. Click on the image for more detail.

Process Improvements – Focused on Services & Support

DB Kay & Associates provides assessments of your current customer service processes and the technology that supports them. This assessment gives you a low-cost, no-risk way of quantifying possible returns from improvements. Additionally, we will help you create a credible business case for investments, and will evaluate and compare ROI analysis provided by technology vendors during the selection process. Then, DB Kay will do an “as built” ROI and/or Balanced Scorecard analysis to determine how actual performance measures up to planned results.

Self Service Customer Experience Optimization
Assessment, Benchmarking and Roadmap Development
Self Service Tune Up
Social Media for Services Adoption
Management & Leadership Development
ROI Business Case Baseline
Measurements Assessment

Training & Certification

DB Kay & Associates is an authorized training partner of the Consortium for Service Innovation certified to teach Knowledge-Centered Support. DB Kay offers scheduled classes to help you optimize knowledge management in your support center. Please see our Get Training page for detailed class descriptions, dates and locations.

KCS Foundations Workshop
KCS Coach Development Workshop
KCS Leadership Workshop
Executive Briefings, Webinars and Speaking Engagements

Strategic Planning

DB Kay & Associates will work with you to create a strategic plan for your service process and technology improvements. This plan will be based on the New Imperatives for Customer Support, tailored for the specific needs and situation of your enterprise. This provides you a practical roadmap for implementing and tracking change that delivers cost savings and enhanced customer satisfaction.