Whether you provide technology support for a corporate help desk, products, or a third party provider, you are almost certainly under pressure to extract as much productivity as possible from your resources while also improving service levels. This one day workshop on Knowledge-Centered Support (KCS) leadership will help you to achieve this.
Knowledge-Centered Support (KCS) Version 6 is a business methodology that was developed and tested by members of the Consortium for Service Innovation.
KCS is a ‘just-in-time’ approach to knowledge management that integrates knowledge capture and maintenance into the problem solving process. The knowledge that is created improves internal efficiency as well as customer success on the web.
The fundamental goal of KCS is to solve a problem once and use the solution repeatedly. Organisations have shown that adoption of KCS can improve operational efficiency, customer satisfaction and employee morale. This workshop examines the need for a knowledge-centered strategy, the organising principles of KCS and the benefits that it delivers.
to attend this class.
Who should Attend
This one-day workshop is for support centre directors, managers, supervisors and team leaders that are involved in or responsible for the implementation of knowledge-centered support in their organisations.
The Knowledge-Centered Support Foundations workshop is a pre-requisite for anyone wishing to attend this class.
- Identify key roles and responsibilities in the organisation
- Appreciation for a knowledge-centered methodology to assess performance and contribution
- Understand considerations for a successful adoption