KCS Foundations

Overview

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 Support (KCS) Version 6 will help you to achieve this.

Knowledge-Centered Support (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.

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
  • Understand considerations for a successful adoption

More information

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

82 Comments

  1. Tracey Hayes says:

    More cases on how setups were achieved would be beneficial but only to see a good rollout/bad rollout. So knowledgeable. Thank you very much. Great to relate to different scenarios so we got better understandings.

  2. Dagny Skarbinski says:

    Short section for more specific org questions.

  3. Kent Johansen says:

    Very exciting project! Thanks to Stephane for skillful and informative journey through the topic.

  4. Emmanuel Heraud says:

    Lots of informations, too much because of the schedule 2 1/2 days. Maybe add exercises during the training. Instructor was able to answer on all questions. Really good training.

  5. Jeremy Williams says:

    Stephane was very professioanl and persuasive in this KCS session and I really appreciated this training and I’m keen to move on to the next phase of this project! Thank you!

  6. Jean-Bosco Tumwine says:

    It was a well structered course/workshop with new/relevant content. It could have been a bit longer as there was so much content/material/information that had to be consumed. Overall: Happy I was part of the group!

  7. Stewart Thorpe says:

    Addressed concerns that could be addressed. Explained logic behind methodolgy well

  8. Céline Chansigaud says:

    Maybe more exercises as the first one with the body parts. Thank you for this interesting training

  9. Viktoria Nikkarinen says:

    Thank you for good introduction to KCS

  10. David Do says:

    Thank you! Great class and atmosphere. Definitely in line with what I expected.

  11. Steve Gayler says:

    Very engaged + relevant to our new roles. Exciting + will be great improvements

  12. Jeff Ringrose says:

    Very good instructor, very useful.

  13. Sarah Johnstone says:

    Enjoyable course, excellent class participation. Steve presented a lot of information in an enjoyable and engaging way. Many thanks!

  14. Keith Pentelow says:

    A few more exercises would be helpful.

  15. Kash Robinson says:

    I am excited for KCS but feel was a lot to squeeze in, maybe further material like an online component would be helpful. Great for seeing where support can go.

  16. Ian Trzoska says:

    This was a very interesting course and I firmly believe this will be a game changer for the company moving forward.

  17. Stefi Panteli says:

    The course has provided me with hope that support can improve, we can reduce our backlog & reduce the number of raised cases.

  18. Samantha Corder says:

    Instructor is highly charismatic, clearly intelligent and an industry expert. I am very excited to embark on our KCS journey.

  19. Ché Hargreaves says:

    Class ran very smoothly in line with the manual with a good amount of supplementary info to augment the material. Steve is a very engaging and charismatic tutor, I enjoyed the two days immensely. Looking forward to the design workshop next year.

  20. Elio Delgado says:

    Great initiative!! Look forward to this be designed on the next session.

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