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David Kay

AI and Machine Learning for Customer Service

February 24, 2020 by David Kay

Clapperboard for AI and ML 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.

Filed Under: AI and ML

Dashboards: Save Red, Yellow, and Green for Traffic Lights

November 5, 2018 by David Kay

Traffic Signal

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.  […]

Filed Under: Measures

Picking the Right KCS Coaches

September 24, 2018 by David Kay

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 […]

Filed Under: Coaching

David’s Favorite Business Books–A DB Kay Library

May 21, 2018 by David Kay

Most of the business books I read don’t leave much of an impression.  These are the ones that did. 

Filed Under: Resources

Listen Up! Strategies for Hearing the Voice of the Customer (VoC)

February 20, 2018 by David Kay

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 […]

Filed Under: Voice of the Customer

KCS Principles Can Fix Content Management

October 2, 2017 by David Kay

We’re covering a big topic, so this is a longer post than usual.  TL;DR: Apply KCS principles to Content Management, too. We’ve written before about the differences between KM and […]

Filed Under: Content Management, KCS

Changing Expectations of Support

July 10, 2017 by David Kay

The Association of Support Professionals (ASP) recently published a report entitled The Changing Expectations of Support (membership required, and I encourage you to join if you haven’t!).  It’s eye-opening.  The […]

Filed Under: Customer Experience

The Care and Feeding of Taxonomies, Part 3: How to Design Them

May 15, 2017 by David Kay

Having said why it’s important to get taxonomies right, and what makes a good taxonomy, I should let you know how you can do taxonomy design on your own.  In our […]

Filed Under: Customer Experience, Knowledge Representation

KCS Case Study: Extreme Networks Does It Right

February 27, 2017 by David Kay

The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities.  I encourage you to […]

Filed Under: KCS, Resources

The Care and Feeding of Taxonomies, Part 2: What Makes a Good Taxonomy?

February 7, 2017 by David Kay

Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy.  Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise […]

Filed Under: KM, Knowledge Representation, self-service, Uncategorized

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