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About Us

Authorship.

Recognised internationally, Aprill Allen has been a contributing author to industry publications, including VerISM and ITIL 4 Create Deliver and Support.

Partnership.

Knowledge Bird partners with other boutique firms for larger projects in corporate and government environments needing more than knowledge management.

Membership.

Aprill is an active member and past director of ITSMF Australia, a member of the AICD, and participates in a number of customer experience communities.

Helping customer teams succeed.

Grounded and practical knowledge management advice for teams of all sizes

Like many of you, my career started in technical support. I’ve worked in customer-facing support teams, specialist escalation teams, corporate support functions; and I’ve been the single, remote customer support person in a SaaS company.

Once or twice, I was under my desk crying from stress. Other times, there was so much repetition, I was out of my mind with boredom.

For small teams and SaaS startups

Knowledge management will help you scale support and service operations.You’ll get down-to earth advice relevant to where you are on your growth journey.

For service management teams in complex environments

Knowledge Bird’s pragmatic approach helps you improve service delivery outcomes with limited resources, prepare for digital transformation, and gives you the tools you need to elevate your leadership from the tactical workload management to strategic impact.

About - KCS training and consulting
Knowledge management for customer success

Game changing with KCS.

About - knowledge management for customer support

Knowledge Centered ServiceⓇ has emerged as the industry’s best practice, providing profound benefits to teams, customers, and organisations.

I’m certified by The KCS Academy to deliver training in KCSⓇ and Intelligent Swarming℠ , and I created Keys to a Kickass Knowledge Base to help even the smallest teams realise some of those productivity gains, too.

Fewer problems

10% reduction in issues due to root cause removal

Quick Resolutions

60% improvement in time to resolve

Team retention

35% improved employee retention

Better training

70% improvement in training time

* From the KCS Practices Guide: Why KCS?

Based in Australia.

Currently delivering knowledge management training & consulting to APAC via Zoom.