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 the KCS v6 Adoption Guide, but it’s not especially specific. So, with input from Ryan Mathews, Jacob Watts, Monique Cadena, and Jennifer Crippen, I thought […]
KCS v6 in Five Minutes
We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha. Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly 20 seconds, for a total length of 5:40. Given that my typical tempo for explaining KCS is a three-day workshop, I thought it would be […]
KCS: Drive to Resolution
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
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
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 […]
Video: The KCS Evolve Loop
The Consortium for Service Innovation released its Knowledge Domain Expert guide for members. Also, Jennifer and I are now certified to facilitate the associated KDA Workshop. We’re extremely excited about the benefits that Evolve Loop knowledge work can bring to a KCS program. We share why we’re so jazzed, and how you can get these […]
Taking A More Positive Approach to KCS
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 […]
What Support Needs to Survive the Pandemic
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.
AI and Machine Learning for Customer Service
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.
Dashboards: Save Red, Yellow, and Green for Traffic Lights
We were at an industry conference a couple of weeks ago where we saw a lot of dashboards. Dashboards were in every presentation. Every vendor demo featured at least one. There was enough red, yellow, and green all around it sometimes felt like midtown Manhattan at rush hour. This bothered me, and I wasn’t sure […]
