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KDE

KCS: Drive to Resolution

February 16, 2021 by David Kay Leave a Comment

Target with arrow in bullseye

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.

Filed Under: KCS, KDE

Video: The KCS Evolve Loop

June 9, 2020 by David Kay

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 […]

Filed Under: KCS, KDE

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

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

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