KCS v6 LEADERSHIP OVERVIEW Workshop

Upcoming workshops:

Thurs. – Fri., July 23 – 24, 1:00 pm – 4:00 pm EDT

Tues. – Wed., Aug. 18 – 19, 9:00 am – 12:00 pm AEST

Your local date and time is displayed in the Date dropdown above.

Our 6-hour KCS (Knowledge-Centered Service) Leadership Overview Workshop is led by an experienced KCS v6 Certified Trainer and practitioner. 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.

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. Talk to us for further details.

Ideal for leaders who want a roadmap for the culture change, communications, and measurement needed for KCS success.

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
• get 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

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 to ensure a KCS program reaches maturity.  Participants will take away:

• an appreciation for the KCS principles and practices
• a clear understanding of the leadership requirements to successfully adopt KCS and optimize it through continuous improvement
• strategy that links the organization’s goals and KCS
• key value-based metrics in evaluating the program and teams
• tools to develop an environment that motivates employees

No pre-requisites for this workshop.

These virtual self-paced courses are recommended:

KCS v6 Fundamentals

Defining Digital Transformation

Managing a Knowledge-centered Workforce