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David Kay

Taking A More Positive Approach to KCS

May 22, 2020 by David Kay

Lantern in Darkness

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 […]

Filed Under: Culture, KCS Tagged With: kcs

What Support Needs to Survive the Pandemic

March 19, 2020 by David Kay

Mona Lisa in a Mask

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.

Filed Under: Intelligent Swarming, KCS, KDE, Measures

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

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Upcoming Events

Oct 7
October 7 @ 8:00 am - October 9 @ 1:00 pm

KCS Coach Workshop – October 2025

Oct 14
October 14 @ 8:00 am - October 16 @ 3:00 pm

KCS Practices & Certification Workshop – October 2025

Nov 18
November 18 @ 8:00 am - November 20 @ 3:00 pm

KCS Practices & Certification Workshop – November 2025

Dec 2
December 2 @ 9:00 am - December 3 @ 1:00 pm

Intelligent Swarming Insights Workshop – December 2025

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