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. When needed we coach and mentor so your teams have the skills to manage knowledge practices, processes and performance to increase customer self-service success.
As CEO of CATALYNK, Beth trains and consults in Knowledge Management to help leaders and teams develop a knowledge-centred culture to dramatically improve customer experience.
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 Action Learning, analytics, data analysis and reporting. Peter creates intelligence reports that aid in achieving customer service success, informed by customer service data.
Peter coaches action learning teams, utilizing a range of Action Learning approaches. He mentors executive teams in organization development informed by Gallup CliftonStrengths. Creates intelligence reports that aid in achieving customer success for KCS and Intelligent Swarming programmes.
Brian is a seasoned IT professional and ITSM Consultant. He is a certified trainer in several methodologies, including ITIL® 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.
The v6 Practices course was absolutely brilliant. It all makes perfect sense to me. Sharing knowledge reduces repeat work and improves customer self-servce. We have more time to use our problem solving skills and use knowledge insights to improve products and services.
I am very happy with what we have achieved so far and have more to learn. Our AskUs portal has knowledge shared by several departments.
The knowledge metrics and examples covered in the KCS v6 Overview course have been extremely valuable.
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.