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.
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
DB Kay & Associates is a KCS v6 Aligned Service Provider
The Consortium for Service Innovation has designated DB Kay & Associates as a KCS v6 Aligned Service provider, offering consulting and training that complement and/or enable KCS best practices.
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
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
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?
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 […]
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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.
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