Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...

We’ve all been there. A product or service issue crops up and, after exhausting your options, you pick up the phone. And so begins the dreaded game of Russian roulette that is a call to customer ...

KCS, or Knowledge-Centered Service, is a methodology that allows organizations to consistently capture information and maintain an up-to-date resource for customer-facing employees. When organizations ...

Brian serves as a Regional Sales Manager and Global Support Evangelist at SearchUnify. He is also a Knowledge-Centered Service (KCS) Certified Practitioner, bringing over 15 years of experience ...