KCS v6 LEADERSHIP OVERVIEW Workshop

This interactive workshop is designed for leaders wanting a high level understanding of the KCS practices, roles and responsibilities, performance assessment model and the leadership needed for KCS program success.

Our 6 hour KCS (Knowledge-Centered Service) Leadership Overview Workshop is led by an experienced KCS v6 Certified Trainer. Attendees will understand the KCS principles, core concepts and practices and the roles and leadership capabilities needed for a successful KCS practice. Leaders will be prepared to engage fully in the phases of the KCS Adoption and Transformation program. This public workshop is offered virtually in two 3-hour sessions. An optional KCS v6 Fundamentals Certification Exam is included.

During this workshop, participants will:

Develop a clear understanding of the leadership requirements to successfully adopt KCS and optimize it through continuous improvement
Identify the link between the organization’s goals and KCS
Gain an appreciation for the KCS principles and practices
Understand value-based metrics in evaluating staff
Learn how to develop an environment that motivates employees

WHO SHOULD ATTEND

Perfect for Knowledge Managers, Contact Center Managers, Service Desk Managers, Support and Operations Managers, Team Leads, and KCS Council members. This workshop is ideal for any leaders who want a high level understanding of KCS v6 Practices and the leadership needed for culture change, communications, and measurement of KCS success.

This workshop can be tailored for virtual or on-site sessions, and length can vary for greater or lesser detail, from a half day to 2 days. Contact us at [email protected] for further details.

An optional KCS Fundamentals Certification Exam voucher is included.

$750.00

Enroll 3+ for discount

Date

Workshop Objectives
Workshop Outcomes

WHAT YOU’LL LEARN

· What Knowledge-Centered Service (KCS) is, and what it can do for your teams, the organization and customers.

· Gain an appreciation for the KCS principles and practices

· Develop a clear understanding of the leadership requirements to successfully adopt KCS and optimize it through continuous improvement

· Gain the knowledge to enable you to identify the links between your organization’s goals and KCS

· Understand value-based metrics in evaluating and communicating KCS success

· Learn the key measures used to value knowledge work, and how to set appropriate goals

· Gain insights on how to develop an environment that motivates employees

· Develop an understanding of how to communicate about KCS to different stakeholders in the organization, and to create excitement about and buy-in for KCS.

During this workshop, participants will:

Develop a clear understanding of the leadership requirements to successfully adopt KCS and optimize it through continuous improvement
Identify the link between the organization’s goals and KCS
Gain an appreciation for the KCS principles and practices
Understand value-based metrics in evaluating staff
Learn how to develop an environment that motivates employees

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