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The DB Kay Blog

KCS: Drive to Resolution

February 16, 2021 by David Kay

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

Practical Trust for the Whole Enterprise

December 1, 2020 by David Kay

Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust.  We’ve created a short white paper, Practical Trust, to help you share what you’ve learned with the rest of your enterprise. Trust is one of the four KCS principles.  Without trust, review […]

Filed Under: Culture

Coaching and Licensing: Your (Not So Secret) Weapon

October 21, 2020 by David Kay

Sci-Fi Ray Gun Drawing

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 […]

Filed Under: Coaching, KCS

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

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 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 […]

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.  There was enough red, yellow, and green all around it sometimes felt like midtown Manhattan at rush hour. This bothered me, and I wasn’t sure […]

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 the topics we’ll be covering: picking KCS coaches. We have never been part of a successful KCS implementation that didn’t also have a healthy coaching […]

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

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