Sharing the Knowledge for excellent customer service

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Sharing the Knowledge for excellent customer service

Sharing knowledge, quality customer experience and excellent customer service delivery are the buzzwords of the day and with good reason. These days, information is in abundance everywhere: on the internet, in emails, and in social media. The challenge now is information overload. So, how can the abundance of information be organized and shared so that your customers get quick access to the information they really need?

For a customer looking for answers, or for a service agent being asked for help, finding the answer is becoming more complex. Many organizations are seeking new ways to innovate to provide relevant information used to serve customers, more quickly.

One well-established approach to organizing and sharing diverse solution-oriented information (‘knowledge’) is Knowledge-Centered Service (KCS®).

Customer service digital experience

Developed through research conducted by the members of the Consortium for Service Innovation (CSI), KCS is a transformational approach to providing ‘knowledge’ that delivers value.  KCS assists support teams to aggregate, curate, and structure knowledge for diverse customer needs. Knowledge is captured and made explicit through experience and based on customer demand. Once captured it is made available in formats that can be easily accessed,  reused, and improved by service agents and by customers.

KCS offers a structured approach to achieving remarkable customer service success by a change in mindset to empower agents through proven practices. Teams are encouraged to share knowledge actively and leaders recognize achievements and successes.  As the organization embraces the KCS philosophy, partners and customers are invited to engage in knowledge improvements. Knowledge workers gain skills and develop disciplines for successfully crowd-sourcing knowledge. As the organization evolves with KCS, experienced knowledge workers analyse knowledge trends to identify improvements to products, services, and workflows that enable customer success in self-service.

Sharing the Knowledge – KCS® workshops in Australia and New Zealand

In February 2018, Greg Oxton, CSI Executive Director presented 2 public KCS v6 Practices Workshops in Sydney, Australia and Wellington, New Zealand explaining how organizations can evolve to deliver superb customer service underpinned by the Knowledge-Centered Service approach. Greg also presented Executive Briefings and Practitioner Workshops, each suitable for different audiences. The workshops will drew on the most recent version of KCS, version 6, and referred to emerging themes arising from research conducted by the Consortium for Service Innovation.

KCS Practices v6 Workshop participants learned the practical application of KCS and how to move to a culture of information sharing and collaboration. KCS practices break down knowledge silos across an organization enabling an agile and adept delivery of value in the customer experience.

At the private Executive Briefing Workshops participants also discovered how their organization can build greater customer productivity and success by mastering the four key enabling factors:
  • Know-me factor
  • Business acumen
  • Level of trust
  • Co-creation factor

In his presentation Greg brought to the fore the most recent customer service research findings of CSI Member organizations  Alcatel-Lucent, Avaya, Cisco, Dell, HP, Microsoft, Oracle, PCT, Red Hat, ServiceNow (about 45 organizations).


Greg Oxton – Customer service and the value creation model

Greg has extensive experience in the customer support and service business in high tech and has held numerous management positions in his long career in the IT industry. His experience spans 16 years at IBM in operations, planning and support strategy development, and managing a major worldwide support re-engineering effort at Tandem Computers prior to joining the Consortium staff in 1997. Greg’s specialty is customer interaction strategies and organisational development. He is a subject matter expert on KCS and how organisations can meet the challenge of the modern information overload.

Greg has coached Consortium member companies such as BMC, Cisco, HP, EMC, Ericsson, Oracle, PTC, and Red Hat on adoption strategies for Knowledge-Centered Support (KCS®). KCS is a methodology developed collectively by the Consortium members that transform the support organisation from a transaction based, call-centric model to a highly leveraged, value creation model.

Catalynk Limited would be pleased to advise readers on how to apply the principles set out in this blog to their specific circumstances.

Please contact us to discuss your knowledge needs.

KCS® is a trademark of the Consortium for Service Innovation.

Catalynk Limited accepts no duty of care or liability for any loss occasioned to any person acting or refraining from action as a result of any material provided here.

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