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Knowledge-Centered Service (KCS) Overview Workshop & Cert Jan 9-10 EST
January 9 @ 8:30 am - January 10 @ 12:30 pm
Getting up to speed on concepts or you’re thinking of getting started with KCS? Our KCS v6 Overview Workshop (delivered in two 4-hour sessions) will give you all the necessary insights and information. You’ll be ready to develop your business case for KCS or begin updating your current practices. This training includes an optional official KCS v6 Fundamentals Certification Exam voucher. Attendees may opt to take this exam in their own time to become KCS v6 Fundamentals certified.
Knowledge-Centered Service (KCS®) is proven to deliver dramatic results in service quality through knowledge sharing. The KCS® methodology provides the concepts, principles and practices to move your company forward quickly. Your teams and customers will benefit from well structured knowledge available for self-service.
This course is perfect for managers, team leaders, customer service professionals and knowledge workers from any group looking to understand and apply the key elements of KCS for improved service quality.
You’ll assess the journey needed for KCS adoption or what’s needed for your next phase toward KCS maturity. You’ll receive the full course agenda and additional resources when your registration is complete.
Training delivered by Beth Coleman, KCS® v6 Certified Trainer and Consultant.
- The link between your organization’s goal and KCS. What will KCS do for you and your customers and stakeholders
- How to articulate the value of knowledge management for your organization
- The KCS principles, concepts and practices
- The KCS way to efficiently create and maintain qualitative, easy-to-find content in the knowledge base
- The critical role of leadership in creating a knowledge-sharing culture and sustaining a knowledge practice
- The relationship between KCS practices and service excellence.
Beth brings a background of Service Management, IT education, Service innovation and experience with KCS implementation. Her experience working with knowledge in diverse and complex environments is shared throughout the workshop, and examples from Consortium members’ experience. All course material is approved by The KCS Academy.
This workshop is delivered live, and virtual. You’ll need a desktop or mobile device to attend. We’ll assist with your setup if needed in advance of the workshop. There are no pre-requisites. Minimum attendees: 4
If you wish to register a group, please select our group discount. If you wish to register now and pay later, select the Other Payment Options at the bottom of the Checkout Payment page. We’ll send you an invoice with easy credit card or bank deposit options. If you have a discount code, enter your ‘Enrolment code’ on the registration page.
As mentioned above, this workshop prepares you for the (optional) online KCS Fundamentals Certification open-book exam offered by The KCS Academy website (value of US$95.) On passing the exam, you’ll receive a KCS Fundamentals Certification and badge from The KCS Academy.
This KCS v6 Fundamentals Certification is intended for individuals in service, support and sales environments who are engaging in assisting customers and staff with enquiries and developing knowledge for self-service success.
Register now – we look forward to meeting you!
KCS® is a service mark of the Consortium for Service Innovation™