Developed by the Consortium for Service Innovation, Knowledge-Centered Service (KCS SM) is a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS has been proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.|
This knowledge management course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting KCS that creates and maintains knowledge as a by-product of the incident management process
- Sunday, November 17 - Tuesday, November 19
- Certification Exam Included
- $2,199
What You Will Learn
- How to efficiently create and maintain quality, easy-to-find content in the knowledge base
- Ways to motivate support analysts to use the knowledge base and to effectively assess individual and team contributions
- How to articulate the value of knowledge management practices for your organization
- A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
- How to identify and avoid the common pitfalls associated with knowledge management
Who Should Attend
Support professionals and project managers who want actionable steps for improving time-to-resolve and reducing expenses by utilizing a knowledge management program.
Course Includes
Instruction, and online certification exam.
Unit 1: What Is Knowledge-Centered Service (KCS)?
- What Is Knowledge-Centered Service?
- What Led to the Development of KCS?
- KCS Principles
- Why Do You Need KCS?
- What Are the Benefits of KCS?
Unit 2: The KCS Principles and Core Concepts
- KCS Principles
- KCS Core Concepts
Unit 3: The KCS Practices
- The KCS Practices
- Understanding KCS
- The KCS Methodologies
Unit 4: Aligning KCS with the Business
- Aligning Business Goals and Objectives
- Providing Additional Value with KCS
- KCS Benefits and ROI
Unit 5: Content Health
- The Content Standard
- KCS Article State
- Developing A Content Standard
- Creating Evolve Loop Articles
- Archiving Old Articles
- Dealing with Legacy Data
- Priming the Knowledge Base
- Global Support Considerations
- Knowledge Domain Analysis
- Content Health Indicators
- Self-Service Success
- Self-Service Measures
Unit 6: KCS Roles and Responsibilities
- KCS Roles and Licensing Model
- The KCS Licensing Model
- Defining Roles and Competencies
Unit 7: Process Integration
- Process Integration
- Structured Problem Solving
- Seamless Technology Integration
- Search Technology for KCS
- Closed Loop Feedback
- KCS Process Integration Indicators
Unit 8: Performance Assessment
- Assessing the Creation of Value
- Feedback and Reputation Model
Unit 9: Leadership
- Leadership
- Tap into Internal Motivators
- Recognition Programs
- Compelling Purpose
- Promote Teamwork
Unit 10: Communication
- Communication
- Key Messaging and Elevator Pitches
- Handling Questions and Objections
- Programs for Social Engagement
Unit 11: Technology
- Functional Requirements
- Technology Selection
- KCS Verified
Unit 12: The KCS Adoption Roadmap
- The KCS Adoption Program
- Adoption Phases
- Adoption Roles
- KCS Implementation Strategy
- KCS Investment
- Critical Success Factors