About Us

Ensuring Customer Success.

Knowledge is at the heart of customer support and engagement. Our team trains and develops leaders in Knowledge-Centered Service (KCS®)organization-wide. We coach and mentor so your teams have the skills to manage knowledge practices, processes and performance to increase customer self-service success. Whether you are considering KCS adoption or tuning up your KCS processes, or looking to introduce Intelligent Swarming, we can help.

KCS® is a registered Trademark of the Consortium for Service Innovation™.

Our Team

Beth Coleman

Founder CATALYNK, Certified KCS®v6, Intelligent Swarming℠ Prosci® Trainer

Beth trains and facilitates teams with KCS and Intelligent Swarming to dramatically improve customer experience. Beth brings years of experience in training and capability development. MBA Innovation.

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.

Pete Mellalieu

Data Scientist KCS® Analytics, Action Learning Coach, Flipped Classroom Expert

Peter creates intelligence reports that aid in achieving customer service success, using data analytics. Peter specializes in Peer/Team Learning and Assessment, Action Learning and Flipped Classroom facilitation.

Peter develops intelligence reports that aid in achieving customer success for KCS and Intelligent Swarming programmes. He facilitates Action Learning, Flipped Classroom and Peer Assessment. He coaches teams in organization development informed by Gallup CliftonStrengths and Organizational Network Analysis (ONA).

Dorothy Ortale

KCS® v6 Practices Consultant Business Process Optimization & Service Delivery

Dorothy is a process oriented KCS consultant who works with all levels of staff to increase efficiency through knowledge sharing. She facilitates management, service agents and subject matter experts in embedding and monitoring KCS Solve and Evolve Loop best practice.

Dorothy brings extensive experience in embedding Knowledge Management practices in Human Resources, Information Technology and General Business Administration. Her process-oriented focus enables the design and implementation of KM tools and practices, workflow implementation and analysis and reporting to track trends and efficiency gains.

  • 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.
    Mareen Watts – Massey University, Palmerston North, New Zealand
  • The v6 Practices course was absolutely brilliant. It all makes perfect sense to me. Sharing knowledge reduces repeat work and improves customer self-service. We have more time to use our problem solving skills and use knowledge insights to improve products and services.
    Monica Barkman – University of Otago, Dunedin, New Zealand

Have questions? Contact our friendly team today

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