• 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
    • Crank Up Your Knowledge Base
    • Case Study: Making KCS a Success at Clio
  • Training & Workshops
    • KCS Workshop – Mar 2021
    • KCS Workshop – Apr 2021
    • Intelligent Swarming Workshop – May 2021
  • 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.

Learn More

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.

Learn More

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

TechBest_BIS_Finalist_SP2014

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

home-about-us

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

March 9-11, 2021 - KCS v6 Practices Workshop (Virtual via Web Video Conference)

April 27-29, 2021 - KCS v6 Practices Workshop (Virtual via Web Video Conference)

May 19, 2021 - Intelligent Swarming Workshop (Virtual via Web Video Conference)

Details and Registration
home-upcoming-1
home-upcoming-2

FROM THE BLOG

KCS: Drive to Resolution

By David Kay | Feb 16, 2021

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.

Practical Trust for the Whole Enterprise

By David Kay | Dec 1, 2020

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 and Licensing: Your (Not So Secret) Weapon

By David Kay | Oct 21, 2020

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 […]

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.