Congratulations—you’ve been given responsibility for a strategic initiative. Maybe it’s knowledge management; maybe it’s self-service or swarming; maybe it’s a complete service transformation. You’ve being held accountable to outcomes like […]
We’ve seen that effective change management is essential for rolling out KCS. It makes sense. KCS asks leaders to measure and communicate differently. KCS changes the mechanics of how knowledge […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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.