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.
NEW OFFERING: Knowledge Domain Analysis Workshop
Small investments in the most-used knowledge deliver tremendous benefits. Our Knowledge Domain Analysis Workshop gives you hands-on experience in doing it right. You'll
- Identify improvements to the most-used content
- Analyze and enhance how knowledge is used
- Create troubleshooting articles for common symptoms
You'll leave with a detailed action plan and the skills needed to periodically update your analysis.
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.
FROM THE BLOG
Some KCS articles directly answer a question or solve a problem—they’re resolutions. Other articles are simply helpful—they’re references. You should close most of your cases (or tickets or incidents) with resolutions.
Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust. We’ve created a short white paper, Practical Trust, to help you share what you’ve learned with the rest of your enterprise. Trust is one of the four KCS principles. Without trust, review […]
Coaching is a critical enabler for KCS, and a robust licensing model is an essential means to insure knowledge quality. The KCS Practices Guide, the KCS Adoption Guide, and in various posts in this blog hammer this point home. When we work with a team practicing KCS to do a KCS Tune Up, our most […]
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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.