DB Kay White papers and other industry resources for knowledge management, self-service, and social support professionals. Many of these resources link to partner sites, which may require registration.
Knowledge Management Best Practices
- LinkedIn Learning Course on KCS: Customer Service: Knowledge Management
- Collective Wisdom: Transforming Support with Knowledge (with Francoise Tourniaire) - via Amazon.com
- Video: KCS v6 in Five Minutes new update
- Video: Is Your KCS Really KCS?
- Video: The KCS Evolve Loop
- The KCS v6 Adoption & Transformation Guide, updated by Jennifer Crippen in partnership with the Consortium for Service Innovation staff
Self-Service Best Practices
Support Best Practices
- LinkedIn Learning Course: Customer Service with AI and Machine Learning
Measurement and the Business Case
- Techniques for Estimating Self-Service Contact Deflection
- Eleven Metrics Myths (And What To Do About them)
- The Balanced Scorecard for Customer Support