Knowledge-Centered Service® Version 6 Foundations

Knowledge-Centered Service


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 comprehensive, two day workshop on Knowledge-Centered Service (KCS) Version 6 will help you to achieve this.

Knowledge-Centered Service (KCS) 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.

Who Should Attend

This two-day workshop is for support centre directors, managers, supervisors and team leaders in addition to all staff directly involved in or responsible for the knowledge management process.

Watch our 90 Second Video on KCS…

Some of the training objectives…

  • Assess the value and benefits of the 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 organisation.
  • Appreciation for a knowledge-centered methodology to assess performance and contribution.

More information

To request a course brochure, please complete our Contact Us form.


  1. Helen Foot says:

    Great presentation & materials, could have had fewer intro slides/less time allocated to intro & history in order that more time could be spent on KCS theory & practice. Really good, though, thanks!

  2. Mark Hope says:

    Well delivered by someone who is knowledgeable and enthusiastic on the topic. Good structure and right number/frequency of breaks. Perhaps add one or two interactive activities during day one to break up presentation sessions. Good venue.

  3. Lynsey Byers says:

    Wonderful, clear, concise. Thought-provoking!

  4. Adele Finnegan says:

    3 days very well spent. Steve kept us engaged throughout. Challenging + very relevant to our organisation.

  5. Anna Laura Milia says:

    Expand the example type a bit to a larger kind of industries (for example articles for pharmaceutical companies, financial services, travel companies…). Great exercises and expertise! Thank you!

  6. Jerry Wong says:

    Steve made the 3 day training very enjoyable and is very knowledgeable in KCS and management techniques. Steve used real life examples to make the learning very easy and practical to learn the content.

  7. Diana Garcia says:

    A very good class to understand the concepts of KCS. The instructor was full of different experiences that help understanding of the course. Very recommended.

  8. Nicolas Gruloos says:

    I suggest to include more real case examples and real references to successful implementation of KCS in different organisations, with metrics samples to provide guidelines to the adopters. Thank you.

  9. Gareth Jones says:

    Great stuff.

  10. Andrew Collins says:

    Steve surpassed all my expectations and has answered all of my questions. He has provided great practical advice which will be critical in our KCS adoption.

  11. Ravi Reddi says:

    Everything is appropriate

  12. Anand Iyer says:

    Steve is one of the best instructors I have come across. I would love to attend more of his classes

  13. Arul Jeeva Anthonyhuthu says:

    Good content. Must have training for all, one of it’s kind which is well done and all credit goes to Steve for his excellence.

  14. Pradyumna Madiwale says:

    It was a great job.

  15. Ashwin Shetty says:

    Good session on KCS. Definitely lots of value add.

  16. Heidi Khetani says:

    Some more exercises would help break up the theoretical nature of the course. As ever Steve did a great job delivering the course.

  17. Gerald West says:

    Very informative class. Good content and presentations with useful discussions.

  18. Bhavesh Miyani says:

    More activities/practicals would make it better.

  19. Katalin Boros says:

    The class was well organised and i really enjoyed being there. The presented material was quite useful and not only from the customer support perspective.

  20. Caroline Labbett says:

    Great course, really well taught. Thanks!

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