Knowledge Management Foundations: KCS Principles

This course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing mission-critical knowledge.

This course will help you adopt a Knowledge-Centered Support (KCS℠) strategy that will shift your support center from a call-centric model to a knowledge-oriented model.

KCS, developed by the renowned Consortium for Service Innovation, defines a set of principles and practices proven to allow IT service and support organizations to significantly:

• Improve service levels to customers.
• Gain operational efficiencies.
• Increase the organization’s value to their company.

What You Will Learn:

• How to efficiently create and maintain quality, easy-to-find content in the knowledge base
• Ways to motivate support analysts to use the knowledge base and to effectively assess individual and team contributions
• How to articulate the value of knowledge management practices for your organization
• A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
• How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend:

• Support center professionals, supervisors, managers, and directors responsible for managing their support centers’ resources and improving service.

Course Prices

Includes certification exam.

Classroom Interactive three-day course among peers.

HDI Members: $1495 per person Non-members: $1595 per person

See Schedule Below

Onsite A one-day course conducted at your company’s site.

Request information or call 1-800-248-5667.

Classroom Training Schedule

*KCS is a Service Mark of the Consortium for Service Innovation