Workshops
Our KCS v6 Workshops and Courses give you ready-to-use know-how.
KCS v6 Overview Workshop
This workshop/course provides a good grounding of the principles, concepts and practices of Knowledge-Centered Service (KCS) v6. You’ll gain an understanding of the benefits of KCS, its role in enterprise service management and how it assists in fine-tuning your knowledge delivery to increase staff and customer success. KCS improves operational efficiencies to increase your support capacity while lowering costs. Ideal for IT Service Teams, Service Management and Customer Experience professionals and Knowledge Workers.
Participants will:
- identify the link between your organization’s goals and KCS
- understand what KCS can do for you and your customers
- plan how to articulate the value of knowledge management for your organization
- gain an high level understanding of the KCS concepts
- clarify how to use the principles and practices for the benefit of your organisation and your customers.
- and identify:
- the KCS standards used to improve service quality, and improved customer experience
- how teams create ‘knowledge in the workflow’
- what team engagement motivates them to engage in the Solve and Evolve Loop Practices
- KCS measures for performance and optimization of support costs
- relevant KCS adoption programmes
- the changes needed for your successful KCS adoption
- overview of KCS v6 Fundamentals exam (and voucher use)
Please Contact Us to receive updates
on up-coming KCS v6 Overview Workshops.
For further details: KCS v6 Overview Workshops
All Workshops are certified by The KCS Academy
KCS v6 Practices Course/Workshop
Are you you planning to launch KCS, tuning up your KCS processes, or getting a colleague or team up to speed quickly? This interactive in-depth course will provide the needed insights and skills to achieve your goals. You’ll be ready to start tuning your team’s knowledge into time-saving solutions. Knowledge-Centered Service (KCS) is proven to improve customer success with self-service by 70-80%, when the industry average is 45-50%. Your customers will experience improved quality of information from assisted help, self-service, and other channels.
Participants will learn:
- the key deliverables needed to implement KCS
- best practices for measuring knowledge activity, performance, and value
- roles and processes that motivate teams to share, review and publish
- techniques for ensuring knowledge base quality while reducing review time
- processes for creating in-workflow and value-added content
- lessons from KCS implementation case studies
- how to manage a KCS adoption, avoiding mistakes others have made.
Workshop Agenda
- Understanding KCS and its benefits
- KM best practices and industry examples
- KCS content: standards and quality
- The structured problem solving workflow
- Roles and responsibilities
- Performance assessment
- Leadership strategies and change management
- KCS coaching tools and techniques
- Technology requirements to enable KCS
- A roadmap for KCS adoption
REGISTER WELLINGTON May 30-31: KCS v6 Practices Workshop Wellington May 30-31
Thurs.-Fri. May 30-31
Auldhouse, Jackson Stone House, 11 Hunter St, Wellington
For other up-coming workshops visit: KCS v6 Practices Workshops
Our tailored courses may be offered on or off-site and designed to work within your schedule. Ask us about our planning and design sessions, KCS analytics and leadership overviews. For further details, visit the our full description pages and register your interest.
We welcome your questions. Please contact us to discuss your requirements.