Knowledge-centered Service (KCS) is a methodology that improves operational efficiencies to increase your support capacity while lowering costs.
This workshop 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 and how it assists in fine-tuning your knowledge delivery to increase staff and customer success.
Once you’ve completed this workshop you’ll be ready to take the KCS Fundamentals Certification Exam.
Ideal for Service and Support Team Leads, Service Design and Customer Experience, Knowledge Managers wishing to evaluate the methodology and its application. Available in a half-day session.
Dates, details and register: KCS v6 Overview Workshops
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.
Are you you planning to launch KCS, tuning up your KCS processes, or getting a colleague or team up to speed quickly? 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.
This course prepares you for KCS v6 Practices Certification Exam. Ask us how we can help, including discounts.
Details, dates and register: KCS v6 Practices Workshops
Intelligent Swarming is a powerful new way to get the right people working on the right things. Understand how productive collaboration works to remove silos and enhance your support network.
Learn about the significant gains of the organizations using this methodology.
Reduce customer effort and the extra expenses this causes for your support organization. This method enables support issues go to the most appropriate people or teams. When other expertise is needed, they can invite collaborators to join—or allow other specialists to opt-in to help.
Next workshop: Intelligent Swarming Workshop Aug 21 ’20
Facilitated by Beth Coleman, Certified Intelligent Swarming℠ Trainer
for upcoming workshops