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.
(more…)
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.
(more…)
Knowledge practitioners share the worst decisions they’ve ever made in Knowledge Management so that you can learn from our mistakes!
(more…)
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.”
At the end, a $1,000 donation was made to the International Committee of the Red Cross for their relief efforts in Ukraine and two lucky attendees were awarded with a $75 gift card in appreciation of their collaborative participation during the meeting.
(more…)
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, Comcast, Ring Central, Aspect Software, Zendesk, Quest Software, and Dell, including awards such as “KCS Innovator” and “JD Power & Associates Customer Excellence.”
Other special guests like Karen Cerroni and Kate Leggett (VP and Principal Analyst at Forrester) later joined in on a panel discussion about KCS.
At the end, a $1,000 donation was made to the Launch Pad Teen Center and a Logitech Streamcam and pair of Nike shoes were given away to two of our lucky attendees in appreciation for their valuable participation in the discussion.
(more…)
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:
—
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 and stick with the Copper Spur. Here are 9 reasons why…
(more…)
—
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 the time that this post was published, including dairy (D), egg (E), nuts (N), seafood/fish (F), soy (S), and wheat (W), while also indicating lower/medium/high levels of FODMAP ingredients and the existence of meat. Each product then links to the manufacturer’s website where the exact ingredients should be verified before ordering while also verifying the physical labels before consuming.
(more…)
—
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 Scout uniform is living proof that you don’t have to be perfectly equipped with the latest and most expensive ultralight gear in order to “be prepared” and enjoy your trip! But flash forward three decades and my aging body certainly appreciates the innovations that modern chemistry has done for my current backpacking gear.
(more…)
Customer service is dying a painful death. My friend and industry analyst Esteban Kolsky predicts extinction by 2025 while Salesforce has already called it. Regardless of the exact end date, only the vendors who successfully transition to a model of customer empowerment and independence will survive.