Innovative Support Method Among Anticipated HostingCon Sessions

With just over a month remaining until HostingCon Global’s Early Bird deadline, details have been announced for over 30 of the educational sessions it will feature. More will be announced in the coming weeks, but with less than 3 months to go until the event, April 3-6 in Los Angeles, the conference agenda has begun to take shape.

Brett Dunst, Vice President, Corporate Communications for DreamHost, has identified the relationship between documentation and support teams as an area in which many service providers can deliver better results for customers. By marrying docs and support, using the “Knowledge Centered Support” (KCS) methodology, support organizations of any size can increase their response capacity, driving support cost down, and ROI and customer satisfaction up.


HostingCon 2014 Convention - Miami Beach Convention Center


Developed by the Consortium for Service Innovation, a non-profit alliance with many IT companies among its members, KCS is meant to integrate the organization’s knowledge base into its workflow. The Consortium for Service Innovation owns and operates the KCS Academy to provide training and certification, and the KCS Academy describes the method as attempting to:

1. Integrate the reuse, improvement, and (if it doesn’t exist) creation of knowledge into the problem solving process

2. Evolve content based on demand and usage

3. Develop a knowledge base of collective experience to date

4. Reward learning, collaboration, sharing, and improving

This service methodology is being adopted by companies in many verticals, and even adapted by some to apply to other business operations.

As an engaging and humorous speaker with deep roots in the hosting industry, Dunst is an ideal presenter for this service innovation method.

Speakers from industry-leading companies like Symantec, Oracle, CloudFlare, Acronis, Virtuozzo, and Webair will share their deep industry knowledge and insight into the challenges and opportunities of digital services markets in 2017 and beyond. Check out the educational session schedule in the agenda section of the HostingCon website, and you can start planning your conference experience and take advantage of the Early Bird rate by registering now.

HostingCon Global 2017 will be held April 3-6, 2017 in Los Angeles, California. Register now to Network, Learn and Grow with Hosting and Cloud Providers, MSPs, VARs, Data Centers, Telecommunications Providers, Hardware & Software Vendors & others. Also, check out the exhibitor and sponsor opportunities.