Author: David Kay
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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.
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Practical Trust for the Whole Enterprise
in CultureService, 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 […]
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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 […]
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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 […]
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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 […]
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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.
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Dashboards: Save Red, Yellow, and Green for Traffic Lights
in MeasuresWe 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. […]
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Picking the Right KCS Coaches
in CoachingWe’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 […]
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David’s Favorite Business Books–A DB Kay Library
in ResourcesMost of the business books I read don’t leave much of an impression. These are the ones that did.