• Skip to primary navigation
  • Skip to main content
  • Skip to footer

DB Kay & Associates - Strategic Consulting for Sustainable Knowledge Programs

  • Home
  • What We Do
  • Blog
  • Resources
  • Training & Workshops
    • KCS Workshop – Apr 2023
    • KCS Overview – Apr 2023
    • KCS Coach Workshop – April 2023
    • KCS Workshop – May 2023
  • Who We Are
  • Contact Us
web-banner-2

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.

What's KCS?

Learn More

KM Assessment

Benchmark against the best

Design Workshops

Launch your KCS program right

Adoption and Change Management

Services to roll out and sustain KCS

Open Workshops

KCS and Intelligent Swarming Workshops

LinkedIn Learning

KM (KCS) for
Customer Service

home-upcoming-2

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 Consortium for Service Innovation.  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

Apr 4
April 4 @ 8:00 am - April 6 @ 3:00 pm

KCS Practices & Certification Workshop – Apr 2023

Apr 19
8:00 am - 12:00 pm

KCS Overview – Apr 2023

Apr 25
April 25 @ 8:00 am - April 27 @ 1:00 pm

KCS Coach Workshop – April 2023

May 2
May 2 @ 8:00 am - May 4 @ 3:00 pm

KCS Practices & Certification Workshop – May 2023

View Calendar
home-upcoming-1
Details and Registration
TSIA TechBest Winner Logo

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

Use Strategy to your Advantage

By David Kay | Feb 24, 2023

Congratulations—you’ve been given responsibility for a strategic initiative.  Maybe it’s knowledge management; maybe it’s self-service or swarming; maybe it’s a complete service transformation.  You’ve being held accountable to outcomes like […]

Change Management and KCS

By David Kay | Nov 16, 2021

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 […]

What Does the KCS Council Do?

By David Kay | Aug 23, 2021

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 […]

Subscribe to the Blog

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.

Please enter your name.
Please enter a valid email address.
SUBSCRIBE

Thanks for subscribing! Please check your email for further instructions.

Something went wrong. Please check your entries and try again.