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DB Kay & Associates - Strategic Consulting for Sustainable Knowledge Programs

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    • Case Study: Making KCS a Success at Clio
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    • KCS Workshop – Jan 2020
    • Intelligent Swarming Workshop – Feb 2020
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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.

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KM Assessment

Benchmark against the best

Design Workshops

Launch your KCS program right

Experts On-Call

Focused help when you need it

Open Workshops

KCS and Intelligent Swarming Workshops

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DB Kay & Associates Named Winner of TSIA's TechBEST Awards

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

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ABOUT US

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.

UPCOMING WORKSHOPS

January 28-30, 2020 - KCS v6 Practices & Certification Workshop (Menlo Park, CA)

February 19, 2020 - Intelligent Swarming Workshop (Menlo Park, CA)

Details and Registration
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FROM THE BLOG

Dashboards: Save Red, Yellow, and Green for Traffic Lights

By David Kay | Nov 5, 2018

We were at an industry conference a couple of weeks ago where we saw a lot of dashboards.  Dashboards were in every presentation.  Every vendor demo featured at least one.  There was enough red, yellow, and green all around it sometimes felt like midtown Manhattan at rush hour. This bothered me, and I wasn’t sure […]

Picking the Right KCS Coaches

By David Kay | Sep 24, 2018

We’re doing a webinar with the KCS Academy called KCS in Action: Coaching and Licensing on October 2.  In this blog post, we’re providing a sneak preview of one of the topics we’ll be covering: picking KCS coaches. We have never been part of a successful KCS implementation that didn’t also have a healthy coaching […]

David’s Favorite Business Books–A DB Kay Library

By David Kay | May 21, 2018

Most of the business books I read don’t leave much of an impression.  These are the ones that did. 

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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.

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