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 Practices and Intelligent Swarming℠ Trainer, and Certified Prosci® Practitioner
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 Organizational Network Analysis (ONA), 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 designs and facilitates programs for peer feedback that enable development of knowledge-sharing capability. 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 adoption and monitoring of KCS Solve and Evolve Loop practices.
Dorothy brings extensive experience in embedding Knowledge Management (KM) practices in Human Resources, Information Technology and General Business Administration. Her process-oriented focus enables the design and implementation of KM tools and workflows, and in analysis and reporting to track trends and efficiency gains.
Thomas Fuhriman
KCS® Certified Trainer and Consultant, Public Speaker
Thomas has been helping organizations implement successful knowledge management practices and KCS in 20 countries for 23 years. Thomas has many years of coaching and consulting with leaders, and vast experience in leading teams in KCS adoption. His clients included Compaq, Ericsson, Novell, Altiris/Symantec, Hitachi Data Systems, and others.
Tom is a Certified KCS Trainer with CATALYNK. He is also an enthusiastic public speaker on KCS and the value of knowledge sharing. He speaks on the importance of a customer-centric culture and the mindset change needed for cross organisation KCS adoption.