KCS Leader


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.

Some of the training objectives…

  • 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.


  1. Manisha Barage says:

    The session is very informative and helps understand the topic well

  2. Pradyumna Madiwale says:

    The content of the course was excellent. Could have included some cases related to Customer Support

  3. Ashwin Shetty says:

    It was very good, just that it could have been more interactive.Few topics were and could have been handled differently

  4. Ankur Maloo says:

    Looking forward to have more exercise during the session

  5. Ujjwala Kamalapurkar says:

    Good learning experience. Gained clarity for multiple concepts relate dto KCS that were being unknowingly incorrectly followed.

  6. Daria Gorelikova says:

    Thank you Steve, I’ve known much more than I expected!

  7. Caroline Labbett says:

    Excellent course. Great examples! Thanks

  8. Tracey Hayes says:

    Steve our instructor has been absolutely great in helping understand the whole KCS model. Now the hard work begins! lol! 🙂 Very knowledgeable and supportive.

  9. Dagny Skarbinski says:

    Some repetition which create impatience. Better put that time on ” give example from your company” or more exercise.

  10. Simone Sweeney says:

    I enjoyed the content of information & look forward to this being imbedded into our department. Stephane was a great instructor who allowed in depth conversations & different points of view occur. Very helpful & friendly

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