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.
NEW OFFERING: Maximize the Value of Your Knowledge Base in Two or Three Weeks
Knowledge is the key asset of the support organization. Without effective knowledge
- Case handling is inefficient
- Newly-remote workers fumble in the dark
- Self-service isn’t effective and we miss deflection opportunities
We can help you make the most of the knowledge you have, right now.
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
Should we approach KCS in a more positive way? For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them. That’s how we’re wired. We often approach KCS the same way—as a series of problems to be solved: Middle managers are undermining the program! Everyone says they’re too […]
Essentially every job in our economy has changed overnight. Each of our situations is different. But from talking with clients and extrapolating from current state, here are some common themes.
I’m pleased to let you know that we now have a LinkedIn Learning (formerly Lynda.com) class: Customer Service Using AI and Machine Learning.
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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.