In Knowledge-Centered Service (KCS®), content is king—but when that content includes customer names, emails, phone numbers, system logs, or internal company IP, that “king” becomes a compliance liability. I’ve seen even the most seasoned engineers miss sensitive details under pressure, which is why guardrails and basic checks matter. Yet across many industries, too many teams […]
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Transform Support with AI: 5 Bold Ideas for 2025
AI agents can transform support in 2025 and beyond — but only if you deploy them against the right problems.Moving faster at the wrong things isn’t innovation; it’s just expensive noise. The best teams don’t adopt AI just to keep up — they deploy it with purpose: Here are five strategic plays to explore in […]
Read MoreThe Evolution of Customer Support: From Tiered to Flat and Swarming Models
The Decline of Tiered Support The traditional tiered support model (Level 1: basic queries, Level 2: technical troubleshooting, Level 3: complex resolutions) is fading due to its inefficiencies in an always-on world and misalignment with modern demands. Escalations slow responses, frustrating customers who expect immediate solutions. Handoffs between tiers erode ownership, leading to disjointed experiences. […]
Read MoreOptimizing Knowledge Bases for AI-Driven Search: A Platform-Specific Strategic Action Plan Based on Freshness Insights
AI-powered search tools like ChatGPT, Perplexity, Gemini, and Google’s AI Overviews are transforming how users discover information. A recent Ahrefs study of 17 million citations shows that content freshness is a measurable ranking factor for AI assistants—with AI-cited content averaging 25.7% fresher than Google Search results. However, the study also reveals that freshness alone is […]
Read MoreAI’s Strategic Role in Evolving Knowledge-Centered Service (KCS)
Knowledge-Centered Service (KCS®) has long provided the framework for capturing and reusing knowledge in the flow of work—empowering teams to solve faster, evolve content continuously, and deliver consistent support experiences. With the emergence of generative AI and machine learning, that framework is becoming more dynamic, adaptive, and intelligent. AI isn’t just enhancing KCS—it’s accelerating its […]
Read MoreLeveraging KCS Article Structures for Efficient LLM Fine-Tuning in Support Environments
In today’s support environments, AI-powered chatbots promise faster resolutions—but often fall short, delivering inconsistent or hallucinated answers. According to Gartner, poor knowledge management contributes to 70% of failed self-service initiatives. The root problem? Weak training data and fragmented context. Now imagine if your chatbot’s brain was trained on the same trusted knowledge articles your agents […]
Read MoreKCS Articles Reflect Real Experiences—Not Pristine Manuals
In traditional knowledge management, content is often created after the fact—polished by experts, locked into rigid templates, and reviewed in cycles that delay its availability. But in Knowledge-Centered Service (KCS®), knowledge is captured differently. It is created by those doing the work, in the moment of need, as part of solving real customer issues. Just-in-Time, […]
Read MoreThought Experiment: What If Every Friday Reinforced Your KCS Culture?
Imagine this: It’s Friday afternoon. Your team is closing out the week, and instead of rushing into weekend mode, they pause to flag or fix just one knowledge article. It might take 15 minutes. Maybe 30. But it’s focused effort—with real impact. It could be a vague step in a troubleshooting guide. Or an outdated […]
Read MoreKnowledge-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 knowledge to deliver exceptional customer service. Unlike traditional knowledge management, which often silos information, KCS integrates knowledge creation and maintenance into the daily workflow of support teams. It’s about capturing, structuring, and reusing knowledge to […]
Read MoreWhere’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 witnessed the chaos that ensues when KM systems falter in a large support organization. Picture this: A global support team handling tens of thousands of cases monthly, agents scrambling to resolve recurring […]
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