Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.
Though Darrell has extensive experience in the design, operation, and management of support organizations, his passion is with knowledge management. This passion piqued after discovery of Knowledge-Centered Service (KCS), a proven methodology and set of practices that engages people in leveraging maximum value from knowledge management efforts. Since becoming a KCS instructor in 2006, Darrell has introduced knowledge management to hundreds of staff from organizations around the globe providing guidance on implementation and improvement of KM through consultation, workshops, and training.
Darrell’s experience and practical approach to knowledge management, combined with his interactive style of instruction helps participants internalize KCS and identify ways to apply the concepts within in their workplace.