Through Faster, Better Service Knowledge.

Competitive
Customer
Satisfaction

Through Faster, Better Service Knowledge.

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

KCS Knowledge Management Strategy

Strategy

What strategy is needed to ensure customer service success?

Link KCS benefits to goals.

Strategic framework.

Leaders engaged.

KCS® Leadership

Leadership

How can leaders engage to develop a knowledge-sharing culture?
Develop staff skills.
Acknowledge effort.
Coach.
KCS Knowledge Reports Charts

KCS® Structure

How do we design and store knowledge for service questions?

Capture customer context.

Easy-to-read answers.

Linked for more help.

KCS Knowledge Collaborate

Collaboration

How do we ensure cross-company knowledge sharing?

Empower teams.

Digital sharing tools.

Make it fun!

Catalynk KCS® Knowledge Centered Service Customer Experience

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. 

Catalynk KCS® Knowledge Centered service Catalynk

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 get 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 the integration of 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.

Catalynk KCS® Knowledge Centered service Catalynk
Catalynk KCS® Knowledge Centered service develop capabilities

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!

 

Catalynk KCS® Knowledge Centered Service teams

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.

 

Catalynk KCS® Knowledge Centered Service knowledge analytics
Catalynk KCS® Knowledge Centered Service awards recognition

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 engagements 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.

  • The v6 Practices course was absolutely brilliant. It all makes perfect sense to me. Sharing knowledge reduces repeat work and improves customer self-servce. We have more time to use our problem solving skills and use knowledge insights to improve products and services.

    Monica Barkman - University of Otago, Dunedin, New Zealand

  • I am very happy with what we have achieved so far and have more to learn. Our AskUs portal has knowledge shared by several departments.

    Mareen Watts - Massey University, Palmerston North, New Zealand

  • The knowledge metrics and examples covered in the KCS v6 Overview course have been extremely valuable.

    Ben Stanley - Bank of New Zealand, Auckland, NZ

  • Beth advised how we can further progress our teams focus on "shifting left"/"doing more with less" - the focus being Knowledge Management. Her expertise across customer service and Knowledge Management is something that can assist any organisation.

    Ritesh (Ritz) Lal - IT Service Desk Team Lead - AUT

  • We engaged Catalynk to deliver a customer service seminar for our Osteopath network. Today our customers are complimenting us, as we constantly improve to achieve our service goals [that we] defined in the course.

    BRUCE STUHLMAN - Stuhlmann Osteopathic

  • Irrespective of what industry you are in, I recommend attending one of Catalynk's presentations on 'Customer Experience, Your Competitive Edge' if you have the opportunity, or to bring them in to consult to your business.

    LUIGI CAPPEL - New Zealand Transport Agency