Knowledge-Centered Service (KCS)
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KM with KCS is the Foundation for Successful AI
TL;DR: Effective knowledge management using KCS is what makes AI work best. Start with the content, then let GenAI turbocharge its delivery. “We have a lot of Generative AI […]
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What Does the KCS Council Do?
A few clients recently asked us for more details on the roles and responsibilities of the KCS Council. There is good general guidance in the KCS v6 Practices Guide and […]
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KCS v6 in Five Minutes
We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha. Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly […]
Case Studies
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Leading the KCS Transformation: Clio Does It Right
in Case StudiesWhen Marc Dyer arrived at Clio, he faced a challenge. As the new VP of Customer Success, he led an organization with lots of knowledge—unfortunately, that knowledge was scattered throughout […]
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KCS Success By the Book: Extreme Networks Does It Right
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 […]
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KCS in the Real World
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.
Self-Service
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The Care and Feeding of Taxonomies, Part 1: Why Should I Care?
This is the first in a series of four blog posts about taxonomies. In this one, it’s my job to explain why what sounds like an incredibly dry topic really […]
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Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor
Industry surveys ask. Colleagues ask. IT asks. Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to […]
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How Self-Service Fails
in Self ServiceOften, the first step in making something work really well is to figure out how it can fail…and then making sure it doesn’t. In the case of self-service, most studies show […]
Program Management
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What Does the KCS Council Do?
A few clients recently asked us for more details on the roles and responsibilities of the KCS Council. There is good general guidance in the KCS v6 Practices Guide and […]
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You Need a Dedicated KCS Program Manager
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 […]
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Unreasonable Overcommunication
Several times over the past six months, I’ve been sitting with KCS program managers who are discouraged and frustrated… really frustrated. They feel like they’ve been doing everything they can […]