What We Do
DB Kay & Associates provides Knowledge-Centered Service (KCS) consulting and KCS training for technical support, customer service, IT, and HR teams. We guide you as you launch, improve, or re-energize your KM 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.
DB Kay & Associates Named Winner of TSIA's TechBEST Awards
At the Technology Services World (TSW) Best Practices Conference in Silicon Valley, TSIA honored DB Kay with its Best in Satisfaction award for receiving the best satisfaction scores among on hundreds of vendors.
FROM THE BLOG
We’ve seen that effective change management is essential for rolling out KCS. It makes sense. KCS asks leaders to measure and communicate differently. KCS changes the mechanics of how knowledge workers do their jobs and how they think about the job. Often, this happens as we replace tools or reconfigure them. That’s a lot of […]
A few clients recently asked us for more details on the roles and responsibilities of the KCS Council. There is good general guidance in the KCS v6 Practices Guide and the KCS v6 Adoption Guide, but it’s not especially specific. So, with input from Ryan Mathews, Jacob Watts, Monique Cadena, and Jennifer Crippen, I thought […]
We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha. Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly 20 seconds, for a total length of 5:40. Given that my typical tempo for explaining KCS is a three-day workshop, I thought it would be […]
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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.