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David Kay on the KCS Evolve Loop, Measuring Deflection, and More
I had the pleasure of catching up with David Kay to celebrate the 20th anniversary of his consulting firm, DB Kay & Associations. We had fun discussing a wide variety of topics, including what exactly is KCS, how the evolve loop of KCS works, measuring and improving case deflection, and intelligent swarming.
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The Past, Present, and Future of KM with John Chmaj
Many consider John Chmaj to be one of the “fathers of Knowledge-Centered Support.” In my interview with him, you’ll see his copy of the first draft of KCS (now called “Knowledge-Centered Service”), learn some great historical context about knowledge management, and hear John’s predictions about the future of KM.
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Our Worst KM Mistakes!
Knowledge practitioners share the worst decisions they’ve ever made in Knowledge Management so that you can learn from our mistakes!
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KM Best Practices: April 19th, 2022 (Event #3)
In this recording of the April 19th KM Best Practices group meeting, you can hear from: …share the knowledge management best practices that they have observed, created, and enacted that helped them mitigate the unique challenges presented by Covid-19, including the sudden shift to a remote workforce and the resulting effects of the “great resignation.”…
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KM Best Practices: Jan 19th Event
In this recording of the January 19th KM Best Practices group meeting, you can hear Jeff Harling, Head of Global Self-Service at Zoom, Monique Cadena, Knowledge & Collaboration Leader at Akamai, and Christina Roosen, Sr. Community Program Manager at Akamai share their combined experience of 50+ years in knowledge management across other companies like Avaya,…
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KM Best Practices: Oct 8th Kickoff Event
Join leaders from Microsoft and NetApp to discuss a variety of best practices around knowledge management and customer support in this special web event facilitated by David Kay and Scott Bideau, both seasoned Knowledge-Centered Service (KCS) and KM experts. Topics included:
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Big Agnes Copper Spur vs Tiger Wall
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As a former Steamboat Springs local, I’m a bit biased toward the hometown team of Big Agnes. Having already used their Fly Creek and Copper Spur tents, I was excited to try the blended design of the new Tiger Wall series. But after a couple of test runs, I decided to forego the weight savings…
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Freeze-Dried Meals For People With Food Sensitivities and Allergies
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I know firsthand how challenging it is to deal with food sensitivities and allergies, especially in the backcountry. So after researching what pre-packaged, freeze-dried meals were compatible with my various medical restrictions, I built a comprehensive chart for the more commonly sold meal packets. Each product listed indicates the presence of major food allergens at…
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My Backpacking Gear
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I started backpacking in high school with an external frame pack, a 4-pound sleeping bag thrown on top of a heavy foam pad, a tent that would drip condensation on my face nearly every night, and a wardrobe that oftentimes included a cotton shirt tucked into my denim jeans. The Eagle badge on my Boy…
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My First Bikepacking Trip
I like biking, camping, and backpacking, so I was sure to enjoy bikepacking. But I didn’t really know much about it or have any specific gear when I decided to give things a try. And thus began a couple weeks of research, several UPS shipments of bags, and one beta test run close to the…