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.
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 […]
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 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 […]
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 […]
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.
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 CM (see Knowledge Management vs. Content Management). Briefly, KM focuses on short structured articles that are about one thing, while CM focuses on longer-form content […]
Are you interested about all the recent talk around Knowledge-Centered Service (KCS) v6 Certification? We thought it might be helpful to answer some common questions and provide some resources. What is KCS v6 Certification? There are three types of KCS Certifications available for the current v6 version of KCS. They are industry certifications awarded to […]
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 read it—there are good lessons for any KCS practitioner. In this blog, I’d like to complement the case study with my perspective as their consultant. […]
If you don’t have a plan for having dedicated KCS℠ program management, we won’t lead a KCS Design Workshop for you. (With regret.) You’ll be wasting your money and our time. Our fourteen years of doing this have taught us a few things about what works and what doesn’t. A dedicated KCS Program Manager works; […]
We usually let KDEs on their own. Earlier this year at the Consortium for Service Innovation’s annual member summit, I learned what works better, thanks to an insightful and informative presentation by Peter Case, Knowledge Services Manager at PTC