Breakthrough Knowledge Management: An Introduction to KCS
Location: TBD

TSIA research shows that knowledge management is one of the hottest areas for its members, and it's no surprise. Knowledge management can increase support efficiency, scale, and effectiveness, and drive more successful customer self-service. KM initiatives often focus on new technology, but successful implementations are less about technology than about the people and process changes they enable. The cornerstone to success is implementing the right practices and aligning the culture with the goals of knowledge sharing and reuse. In this interactive workshop, attendees will learn industry best practices for knowledge management that have been proven in industry-leading support organizations. Based on the industry best practice, Knowledge-Centered Support, the practical steps to knowledge management success demonstrated in this workshop will give attendees the tools they need to plan, kick-off, or tune-up a knowledge management initiative in their own organizations.

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Speaker: David Kay
Principal
DB Kay & Associates

David Kay is principal of DB Kay & Associates, a consultancy that provides thought-leading advice in knowledge management, self-service, and social support to the high-technology service and support market. DB Kay customers include IBM, Microsoft, Research In Motion, Tektronix, TI, Intuit, and Cisco. Kay is a frequent speaker at industry conferences and webinars. He was recognized as an Innovator by the Consortium of Service Innovation, and has been KCS Verified v4 as a Knowledge-Centered Support consultant. He has been granted five patents for his work in knowledge management technology. David is co-author of Collective Wisdom: Transforming Support with Knowledge, available on Amazon.com.