04 Jan Sharing Knowledge to dramatically improve self-service experience
For a customer looking for answers, or for a service agent being asked for help, finding the answer is becoming more complex.
AI, Machine Learning, Customer Experience and Human Centered Design are the buzzwords of the day and with good reason. These days, useful information is in abundance everywhere; on the internet, in emails, through chats and in social media. The challenge is making the most up-to-date knowledge available in all channels.
Many organizations are seeking new ways to innovate to provide relevant information for staff and customers, more quickly. Many are finding that with shared, structured knowledge, this goal is more easily achieved.
So, how can knowledge be organized, structured and shared so that your customers get quick access to the information they really need in the channel they prefer?
Knowledge-Centered Service (KCS®) is a well-established approach to organizing and sharing diverse solution-oriented information (‘knowledge’).
KCS was developed through research conducted by the members of the Consortium for Service Innovation (CSI). KCS is a methodology developed collectively by the Consortium members. It transforms the support organisation from a transaction based, call-centric model to a highly leveraged, value creation model.
KCS is a transformational approach to providing ‘knowledge’ that delivers value. The practices enable 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. To achieve this a change in mindset is needed. The result: empowered agents create value through knowledge sharing.
Leaders encourage teams to share knowledge actively, and provide support in recognizing their achievements and successes. As teams embrace the KCS philosophy, they invite partners and customers to engage in knowledge improvements. Knowledge workers gain skills and develop disciplines for successfully crowd-sourcing knowledge. As the practices evolve, experienced knowledge workers analyze knowledge trends to identify improvements to products, services, and workflows that enable customer success in self-service.
KCS Practices break down knowledge silos across an organization enabling an agile and adept delivery of value in the customer experience.
CATALYNK KCS® v6 Workshops – ‘agile for knowledge’
Preparation for digital transformation must include a roadmap to deliver structured, easy-to-find, up-to-date knowledge.
KCS v6 Workshop participants learn the practical application of KCS and how to move to a culture of information sharing and collaboration.
Workshop attendees get first hand understanding and practical experience. We cover all aspects of how shared knowledge works to deliver superior service experiences to staff and customers, in their preferred channel.
CATALYNK KCS v6 Workshops are led by KCS Academy Certified Trainers who draw on the most recent examples of KCS use by CSI members. Contributors include BMC, Cisco, Dell EMC, HP, Ericsson, Microsoft, Oracle, PCT, Red Hat, Salesforce and ServiceNow. Our courses also include the latest KCS scenarios and research provided by The KCS Academy.
Knowledge-Centered Service (KCS®) is a registered Trademark of the Consortium for Service Innovation™.