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 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 benefits […]
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 […]
Picking the Right KCS Coaches
We’re doing a webinar with the KCS Academy called KCS in Action: Coaching and Licensing on October 2. In this blog post, we’re providing a sneak preview of one of the topics we’ll be covering: picking KCS coaches. We have never been part of a successful KCS implementation that didn’t also have a healthy coaching […]
David’s Favorite Business Books–A DB Kay Library
Most of the business books I read don’t leave much of an impression. These are the ones that did.
Listen Up! Strategies for Hearing the Voice of the Customer (VoC)
VoC to the Rescue One of our clients does a fantastic job supporting a critical and complex hardware, software, and wireless networking solution. But, they faced a familiar challenge: since customer satisfaction was so high, the C-suite wondered aloud if they were overinvesting in Support. Support budgets came under increasing scrutiny. Fortunately, this company has […]
