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Knowledge-Centered Support (KCS) Workshop delivered by Service Strategies
Whether it be technical support, customer service, or corporate help desk services that you are providing, you are under endless pressure to heighten productivity and deliver on your service commitments. This Knowledge-Centered Support (KCS) workshop from Service Strategies will help you achieve your goals.
Knowledge-Centered Support (KCS) is a methodology for business developed and tested by members of the Consortium for Service Innovation™ (CSI). It is described as a “just-in-time” approach to knowledge management that integrates knowledge capture and maintenance into the problem solving process. The data gathered through this process improves internal efficiency and customer success on the web simultaneously. On a fundamental level, the goal of KCS is to solve a problem once and then use the solution repeatedly. Many organizations have discovered that adoption of KCS improves operational efficiency, customer satisfaction and employee morale. This two and a half day workshop will examine the need for a Knowledge-Centered Support strategy, the organizational principles of KCS, and the benefits that it delivers to companies and employees.
You may schedule a private class from Service Strategies at your site for up to 15 participants from your company. The class offers exercises and discussions tailored to your company’s needs as well as job aides for future use on the job.
Service Strategies offers instructor-led public classes at various sites throughout the year for a maximum of 15 participants per class. Professional, certified instructors with extensive support industry experience lead the classes.
Who should attend?
This workshop is intended for:
- Support Center Managers
- Customer Service Managers
- Support Supervisors and Team Leaders
- All staff directly involved in and responsible for the knowledge management process
During this workshop, participants will learn to:
- Assess the value and benefits of KCS best practices
- Understand KCS principles and processes
- Examine the fundamentals and dynamics of the solution management processes
- Identify key roles and responsibilities in the organization
- Appreciation for a knowledge-centered methodology to assess performance and contribution
- Understand considerations for a successful adoption
Service Strategies - Advancing Service and Support Excellence
Service Strategies strives to advance excellence in service by providing training, consulting, certification, and industry standard programs that always deliver consistent, quality service and support. Service Strategies applies a proven benchmark process to its programs in order to measure and...
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