KCS V6 Overview - Workshop Outline

The KCS® v6 Overview Workshop provides key concepts, principles and practices to enable Knowledge-Centered Service (KCS) planning and use. KCS is a methodology for knowledge management that has shown to deliver profound benefits in customer service.

It integrates knowledge capture, improvement, and reuse into support – lowering service costs and improving customer success.

  • KCS® v6 Overview

    The KCS® v6 Overview Workshop provides a high level overview of the principles, concepts and practices of Knowledge-Centered Service (KCS) v6. It will give you an understanding of the core concepts, practices and benefits of KCS and its role in service management.

    If you are are new to KCS, would like to get revision, or you are bringing colleagues up to speed this workshop is for you.

    Once completed, you’ll be better prepared for the KCS Fundamentals Certification online exam offered by The KCS Academy.

    Who should attend:
    Anyone in Service sharing knowledge: managers, team leaders, service and support personnel

  • Workshops Objectives


    Attendees will:

    Identify the link between your organization’s goal and KCS. What will KCS do for you and your customers
    Be able to articulate the value of knowledge management for your organization
    Gain an understanding of the KCS principles and practices
    Learn how to use KCS to efficiently create and maintain qualitative, easy-to-find content in the knowledge base
    Understand the critical role of leadership in creating a knowledge-sharing culture and sustaining a knowledge practice
    Be better prepared for the KCS v6 Fundamentals online exam, including study hints and practice questions

  • Workshop Outcomes


    Attendees will:

    Gain a basic understanding of the KCS methodology
    Recognise how creating knowledge articles on demand increases customer satisfaction
    Identify the importance of a knowledge-centred organisation
    Learn how KCS roles and responsibilities work in a KCS ‘shop’
    Understand how knowledge performance is managed
    No previous experience required.

  • Workshop Pricing


    Workshop Pricing

    Put in workshop pricing here

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