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.

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.

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.