Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement and reuse directly into service operations. The practices are embedded in your everyday work processes, with dramatic results in employee and customer satisfaction. Get started now. Register here: KCS v6 Practices Workshops
What strategy is needed to ensure customer service success?
Link KCS benefits to goals.
Strategic framework.
Leaders engaged.
Leadership
How can leaders engage to develop a knowledge-sharing culture?
Develop staff skills.
Acknowledge effort.
Coach.
KCS® Structure
How do we design and store knowledge for service questions?
Capture customer context.
Easy-to-read answers.
Linked for more help.
Collaboration
How do we ensure cross-company knowledge sharing?
Empower teams.
Digital sharing tools.
Make it fun!
Customer Experience
Is your customer experience seamless?
Do your customers quickly find the information they need?
Better self-service means your customers find the answers they need faster, leading to a positive customer experience and greater loyalty.
CATALYNK integrates knowledge best practices company-wide to ensure your customers are empowered to get the information they need, quickly.
Knowledge KCS® Good Practice
When everything’s moving fast, teams need the tools and practices to engage with customers and help them quickly. Customer engagement requires practices that help to make ‘in the moment’ decisions.
We train your teams in KCS® best practices to encourage knowledge sharing. Quality knowledge enables agents to take informed action, leading to greater customer satisfaction. Our KCS v6 Overview Workshop will you started. Let’s go!
Knowledge Structure
Knowledge that helps service delivery, needs to be ‘served up’ at key touch points throughout the service delivery process. To create and use knowledge ‘in the moment’, forms, processes, workflows, privileges and knowledge base structures are needed.
We aim to get the best from your tool-sets, so your teams learn to design and manage the workflow. By using KCS Solve and Evolve Loop practices, they eliminate duplication, speed up resolution time and help create self-serve knowledge. We assist with integration multiple knowledge sources so your teams and customers have a great search experience. Our KCS Refresh helps you get the best out of your KCS investment.
Develop Capabilities
KCS® practices help service delivery teams recognize where they have room for improvement.
We design and deliver the training and workshops so your teams develop capabilities that engage and enthuse others to collaborate in knowledge sharing. Our suite of KCS v6 Workshops can be tailored to achieve your adoption goals.
Through capturing and sharing ‘in the moment’ your staff are better equipped to analyze, solve and power self-service options for customers.
Team Engagement
Can your support teams search knowledge easily? Do they have the most up-to-date information to solve requests quickly?
Teams work best in an environment that nurtures and recognizes collaboration to create value. A KCS v6 for Analysts Workshop gets your team excited about and engaging in knowledge sharing.
With our help, your teams work together and envision what’s possible. We help with metrics for knowledge performance and identify steps to achieve great results. In short, we’ll ensure your teams lead the change!
Knowledge Analytics
Stakeholders need to know the benefits of ‘knowledge for service’. By selecting key outcomes that align with business goals, your teams focus on delivering what the business cares about.
We help build the capabilities in teams to design reports, coach, and monitor progress. We help your teams achieve goals that result in their desired outcomes. Our KCS v6 Practices Workshop gives your team a deep understanding of the enabling practices, so you design the best experience for your customers.
Recognition
Thanks for sharing! Your encouragement and thanks for knowledge contributions goes a long way. With recognition for sharing you build a culture that empowers teams to collaborate.
We engage leaders and teams in designing licenses that recognize the value of knowledge contribution.
Your teams will gain a renewed commitment to work together, to solve, and share. Our Leaders KCS v6 Overview Workshop is a great start.