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KCS

You Need a Dedicated KCS Program Manager

November 17, 2016 by David Kay

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 […]

Filed Under: KCS, Program Management

Knowledge Domain Experts: A Little Structure Really Helps

August 17, 2016 by David Kay

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

Filed Under: KCS, KDE

KCS℠ v6: Support’s Time to Shine

May 23, 2016 by David Kay

The Consortium for Service Innovation just released Version 6 of the KCS Practices Guide, along with a document that lays out the principles and core concepts of KCS.  V6 isn’t […]

Filed Under: Content Management, KCS, KM

Keeping Communications Simple and Fun: ANCILE Does It Right

November 2, 2015 by David Kay

I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me […]

Filed Under: Culture, KCS

Preparing for KCS Certification – It Pays Off

August 24, 2015 by Jennifer Crippen

We’ve lead certification workshops for many customers this year. We’ve noticed a pattern of behavior that contributes to passing the certification exam, and we feel it’s worth sharing as demand […]

Filed Under: KCS

KCS: Prove Real Value, Real Quick

August 14, 2014 by Jennifer Crippen

The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and […]

Filed Under: Coaching, Culture, KCS

KCS in the Real World

July 22, 2014 by David Kay

Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.

Filed Under: KCS, Lynchpins

KCS for the Rest of the Enterprise

June 9, 2014 by David Kay

You know KM works. You probably want to share the good news. But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.

In Support, we know it doesn’t have to be like that. In Support, we use KCS. And KCS works. And KCS works for other parts of the company, too.

Filed Under: Announcements, KCS, KM, Resources

The Disconnect (Video)

February 11, 2014 by David Kay

Happy 2014!  It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers.  Instead of blogging, […]

Filed Under: Announcements, Culture, Customer Experience, KCS, Resources, Video

Feedback: Style Matters! Allscripts Does It Right

November 18, 2013 by David Kay

Reports are boring.  Can we all agree on this? Sure, reports may contain interesting information.  But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]

Filed Under: Culture, KCS, Measures, Resources

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Jun 6
June 6 @ 8:00 am - June 8 @ 3:00 pm

KCS Practices & Certification Workshop – June 2023

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KCS Practices & Certification Workshop – Aug 2023

Sep 12
September 12 @ 8:00 am - September 14 @ 3:00 pm

KCS Practices & Certification Workshop – September 2023

Oct 17
October 17 @ 8:00 am - October 19 @ 3:00 pm

KCS Practices & Certification Workshop – October 2023

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