DB Kay & Associates

11/16/2021

How to address the challenge of change management in a KCS implementation.

We’ve seen that effective change management is essential for rolling out KCS. KCS asks leaders and workers to say and do different things.

09/27/2021

It started with a simple-sounding question--as much of the work we deliver as the Consortium for Service Innovation does. "How should leaders help today's adaptive organizations thrive?" Months of fascinating and productive meetings later, we're able to share our answer here. HT to Kelly Murray who turned a collection of good thoughts into a useful deliverable which begins at this landing page.

For folks who are retaining, interviewing, hiring, leading, and working with talented people in a rapidly changing, complex environment.

06/07/2021

KCS v6 in Five Minutes...the backstory.

We’ve updated KCS in Five Minutes for KCS v6!

04/05/2021

It was nine months in the making, but LinkedIn Learning has just released its KCS course: "Customer Service: Knowledge Management." It was a challenge to cover what can easily take me three days in under an hour. Check it out--you may already have a corporate license--and I'd be honored if a few of you would kick off questions in the Q&A. Thanks!

Deliver better customer experiences by learning how to keep your organization’s knowledge base up to date with easy-to-find, useful information.

02/16/2021

Some KCS articles directly answer a question or solve a problem—they’re resolutions. Other articles are simply helpful—they’re references. Close most of your cases (or tickets or incidents) with resolutions.
https://www.dbkay.com/kcs/kcs-drive-to-resolution-you-should-close-most-of-your-cases-with-resolutions

KCS: Drive to Resolution! Some articles directly answer a question or solve a problem—they’re resolutions. Close most of your cases with resolutions.

02/11/2021

We've spent much of the past two months revamping the material and exercises for the Knowledge Domain Analysis (or Expert) Workshop

Jennifer and David have each used our new workshop materials, and the results have been fantastic. Both clients are executing Knowledge Domain Analysis with an enthusiastic group of KDEs. Even in our brief time together, they figured out many improvements for specific articles, identified enhancements for the Solve Loop, and created new Hub Articles for troubleshooting common issues. They put together an action plan with owners and due dates to implement their improvements, and have the confidence to do more.

My favorite moment was when one of the participants in the workshop said, “I want to lock myself in a closet for a month and just improve KCS articles!”

Let us know if this sounds interesting for you.

02/04/2021

"Together, we make a great engineer." Learn how Intelligent Swarming can transform your smart individuals into an unstoppable hive mind through agile collaboration.

Training and consulting for technical support in Knowledge-Centered Support (KCS), KM, self-service, voice of the customer (VoC), and customer experience (CX).

12/22/2020

OSIsoft has done a great job with their KCS adoption. Hear how they did it!

Alex VanFosson, KCS Program Manager, describes lessons learned on OSIsoft's KCS journey, and their experiment with a KCS Guild.

12/10/2020

Customer Service: Knowledge Management. From the home studio, that's a wrap! Thanks to LinkedIn Learning.

12/01/2020

The power of trust! Our new white paper is Practical Trust: How to Make Organizations Innovative, Efficient, and Engaging. https://www.dbkay.com/culture/practical-trust

Through KCS, you've learned the power of trust. We’ve created a short white paper to help you share what you’ve learned with the rest of your enterprise.

10/30/2020

Congratulations to Ben and the whole team at Republic Wireless! They've done really great work. And if you haven't entered the ASP Best Websites competition, maybe this year is the time to do it.

Last year we announced that we had been named as a winner in the Association of Support Professionals (ASP) Top Ten Best Support Websites competition for the second year in a row! I’m thrilled to announce that we’re following that up this year with being named as a winner for the third year in a...

10/25/2020

On the joys of sharing knowledge:
"Even as more profitable work has come my way, I still find time for an edit on the béchamel sauce entry, a citation on the La Llorona entry, a sleepless hour dedicated to one of the many, many other entries tagged as 'Wikipedia articles with sourcing issues.' It’s something of an addiction and something of a benediction, an act of love for a world that, as messy and misleading as it can be, still contains the most beautiful truths."

Amid a pandemic and QAnon conspiracies, this librarian is focused on facts.

10/21/2020

Get the most from your coaching and licensing program! https://www.dbkay.com/coaching/coaching-and-licensing

KCS coaching and licensing are essential to insure knowledge quality. What can you do to increase the value of coaching and licensing in your KCS program?

10/20/2020

You know what's a great feeling? Struggling to do something you need to do in an enterprise software system, remembering that the maker of that software did a killer job of KCS, typing a word in the in-product search, and getting exactly the information you need in a succinct KCS article. That's a great feeling. https://uex.ariba.com/auc/node/3328

10/02/2020

Good times at the Consortium for Service Innovation (Virtual) Member Summit!

06/09/2020

Darwin was right: your knowledge must evolve.

We’re extremely excited about the benefits that Evolve Loop knowledge work can bring.We share how you can get these benefits yourself in this video.

06/01/2020

KCS in Five Minutes just went over 20,000 views! .

Knowledge-Centered Support (KCS) in five minutes, using the Ignite format: 20 slides, 15 seconds each. Learn why KCS has emerged as the best practice for sup...

05/22/2020

A reminder to myself, in these difficult times, to look on the bright side of life...starting with KCS!

Should we approach KCS in a more positive way? For me, personally, the answer is yes. I resolve to focus more on the paths to KCS success.

05/13/2020

Here's a great post by fellow KCS trainer Kai Altenfelder on the fact that KCS is an important prerequisite for applying AI and ML to support. He argues AI is an absolute requirement for meeting increasing customer expectations. This is a point we wanted to make in our LinkedIn Learning class (link in the comments.)

It's in German, but Google Translate does a good job with it. Joe Bob says, "Check it out."

Der Hype um Künstliche Intelligenz (KI) in allen Bereichen des modernen Lebens scheint ungebrochen. Auch im Kundendienst ist oft die Rede von Chatbots, die

05/11/2020

Our June KCS Certification Workshop is coming soon! https://www.dbkay.com/get-training/kcs-workshop-jun-2020

05/04/2020

Put your remote collaboration on (safe and legal!) steroids. Last chance to sign up for this one-day Intelligent Swarming workshop. https://www.dbkay.com/get-training/intelligent-swarming-workshop-may-2020

04/29/2020

Advice from the NY Times today: "Become an expert. Now is the time for a deep dive into the topic of your choice."

If KCS is your topic of choice, we're here to help.

Training and consulting for technical support in Knowledge-Centered Support (KCS), KM, self-service, voice of the customer (VoC), and customer experience (CX).

04/23/2020

There has never been a better time to formalize collaboration and knowledge sharing in your organization! Join us virtually to learn the whys and hows of Intelligent Swarming. https://www.dbkay.com/get-training/intelligent-swarming-workshop-may-2020

04/01/2020

If now's not the best time to roll out a new KM program, what about letting us uplevel what you already have?

"You go to war with the knowledge base you have, not the knowledge base you might want or wish to have at a later time."

03/19/2020

What do support organizations need to do to get through the coming months? https://www.dbkay.com/kcs/support-surviving-pandemic

03/04/2020

We welcome you to our upcoming KCS workshop. Show off your knowledge with KCS v6 Practices Certification. https://www.dbkay.com/get-training/kcs-workshop-mar-2020

02/24/2020

Big news! Our new LinkedIn Learning course, AI and ML for Customer Service, just dropped. We'd love to hear what you think. https://www.dbkay.com/ai-and-ml/ai-and-machine-learning-for-customer-service

Our new LinkedIn Learning Class has launched!

02/18/2020

Is KCS v6 Practices Certification in your plan for this year? Please join us in the San Francisco / Silicon Valley area, March 24 - 26! https://www.dbkay.com/get-training/kcs-workshop-mar-2020

02/10/2020

I hope we'll see you at the upcoming Association of Support Professionals (ASP) conference in Dallas. Let me know if you'd like to receive a special discounted rate.

In the software as a subscription era, staying in close touch with your customers and thoroughly understanding their needs isn’t an option. It’s a bedrock requirement if you want to stay in business over the long term. What information do you need to have in order to maintain a healthy connectio...

02/06/2020

The Silicon Valley KCS World Tour is coming right up: Tuesday, March 3. We hope to see you there!

Join us in Santa Clara for a one day event focused on bringing the KCS® community together for Knowledge-Centered Service content, conversations, and connections. The KCS Academy, the network of re…