Knowledge is at the heart of customer support and engagement. Whether you are considering Knowledge-Centered Service (KCS®), adoption planning or tuning up your KCS processes, we can help. We train and develop leaders in KCS, organization-wide, ensuring your teams have the skills to manage knowledge practices, processes and performance to increase customer self-service success.
As lead consultant and CEO at Catalynk, Beth's consults in KCS, working with leadership across diverse teams to ignite the thinking and engagement.
She provides KCS training and guidance to develop your customer focused knowledge-centred culture.
Beth’s brings experience in IT Service Management, service design, change management and the use of knowledge for customer success. As consultant, facilitator and workshop leader, Beth works with teams and leaders, to plan and guide successful KCS adoption and knowledge-sharing culture.
Peter consults in analytics, data analysis and reporting. Peter creates intelligence reports that aid in achieving customer service success, informed by knowledge base and other customer service data.
Collaborating with agile teams and utilizing a range of analytics tools, Peter creates intelligence reports that aid in achieving service management success, informed by knowledge base and other customer service data. Peter also designs and develops decision support systems.
Brian is a seasoned IT professional and ITSM Consultant. He is a certified trainer in several methodologies, including ITIL Expert® and KCS® v6. Brian is a KCS Academy certified Trainer and delivers Catalynk KCS public courses.
Brian brings years of Service Management experience to his courses, engaging students of all ages by skilfully introducing the ideas and concepts needed. Brian aims to ensure every student is well prepared to integrate KCS concepts, practices and techniques to meet their organisation’s needs for KCS adoption.
Beth’s brings experience in IT Service Management, service design, change management and the use of knowledge for customer success. As consultant, facilitator and workshop leader, Beth works with teams, facilitating the culture changes needed for a successful adoption of KCS.
Brian brings years of Service Management experience to his courses, engaging students of all ages by skillfully introducing the ideas and concepts needed. Brian is deeply interested in ensuring every student achieves personal goals, use of new skills in the workplace and the knowledge needed to acheive KCS certification.
Beth advised how we can further progress our teams focus on "shifting left"/"doing more with less" - the focus being Knowledge Management. Her expertise across customer service and Knowledge Management is something that can assist any organisation.
We engaged Catalynk to deliver a customer service seminar for our Osteopath network. Today our customers are complimenting us, as we constantly improve to achieve our service goals [that we] defined in the course.
Irrespective of what industry you are in, I recommend attending one of Catalynk's presentations on 'Customer Experience, Your Competitive Edge' if you have the opportunity, or to bring them in to consult to your business.