Knowledge-Centered Service 101 – A Practical Primer for Support Teams
Introduction to Knowledge-Centered Service (KCS) Knowledge-Centered Service (KCS) is a proven methodology that transforms how support teams manage and share...
July 2025Where’s Your KM Hurdle? Capture vs Search vs Coaching
As a KCS Program Manager with over a decade of experience leading enterprise Knowledge Management initiatives at companies like Symantec and Broadcom, I've...
July 2025Capture in the Flow, Not After the Fact: Embedding Knowledge Capture into the Workflow
In the pace of modern support, knowledge can’t be an afterthought. The most effective Knowledge-Centered Service (KCS) programs treat capture as a live,...
July 20254 Misconceptions About KCS
Knowledge-Centered Service (KCS) is a proven methodology that integrates knowledge creation and management directly into the workflows of support, IT, and...
June 2025From Knowledge-Centric Buzzword to Business Muscle
Why KCS is more relevant than ever in the GenAI era In the early days of knowledge management, "KM" often felt like a well-intentioned buzzword—something...
June 20255 Things I Learned Prototyping Outdoor & Knowledge Sites During Lovable Free Weekend: AI Showdown
The Lovable Free Weekend: AI Showdown came at a busy time. Between helping my teenage son prep for a big camping trip and celebrating my daughter’s graduation...
June 2025Training Smarter: Why Content Health is Critical for AI and Knowledge Management
As AI tools like chatbots, virtual assistants, and large language models (LLMs) become increasingly embedded in customer support and knowledge management...
June 2025The Search Struggle: Fixing Findability in a World of Fragmented Content
Most enterprise organizations have invested heavily in creating knowledge. But when it comes time to finding that information, whether it lives in a knowledge...
June 2025Ensuring Knowledge Health Through Effective Governance
In self-service and support environments, a healthy knowledge base isn't optional. It's foundational. Knowledge health refers to how well your content supports...
June 2025Managing Stop Words for Better Search Outcomes
If users can't find what they need, they don't just abandon the search—they escalate. That creates more support tickets, longer resolution times, and missed...
May 2025Think Before You Prompt: How PIQPACC Sharpens GenAI Content Strategy
I recently came across a post on LinkedIn about how PIQPACC reshaped someone’s approach to strategic planning—and it immediately clicked. Over the last few...
May 2025How AI Is Transforming Knowledge Sharing in Customer Support
The Persistent Challenge of Sharing What We Know For years, knowledge management leaders have wrestled with a familiar and stubborn challenge: getting...
May 2025Showing 13-24 of 31 articles