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.
KCS Client Success Stories
- Extreme Networks: KCS Success by the Book
- Clio: Leading the KCS Transformation
- KCS in the Real World
- Carestream: Executive Leadership in Action
- Daktronics: Reaping the KCS Rewards
“A bright light came shining down from the KCS gods and delivered the right KB article right into my lap…now if that’s not awesome, I’m not quite sure what is!”
Daktronics
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
Measurement and the Business Case
- Techniques for Estimating Self-Service Contact Deflection
- Eleven Metrics Myths (And What To Do About them)