The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health

with Chris Meadows , Keelyn VanderWeide

Thursday, Feb 16, 2017

The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:

The state of their organizations before KCS
The strategy for their KCS implementations
The outcome, including lessons learned and the impact on the business

* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!

About Our Speaker(s)

Chris Meadows

Sr. Director, Technology Operations

Chris Meadows has more than 22 years of service desk leadership experience and twenty four years of experience in the support industry overall. Prior to accepting service desk leadership roles in the healthcare and retail industries, Chris served as a certified instructor for STI Knowledge/Help Desk 2000, where he trained and certified thousands of industry practitioners in best practices. Chris is a HDI Certified Director. He also holds an ITIL Intermediate (OSA) certification, SRE Foundations certification and professional certifications in organizational development and knowledge management (HDI KCS). An active member of the Charlotte HDI local chapter, Chris was also honored with the HDI Manager of the Year Award in 2015 and led Lowe's to receive the HDI KCS Award in 2016.

Keelyn VanderWeide

Manager

Keelyn VanderWeide is a ballroom-dance-teaching help desk manager with a degree in Japanese. She has more than ten years of experience in customer support, support center management, and team leadership in multiple industries, including retail, manufacturing, and healthcare. A certified HDI Support Center Director, Keelyn is also HDI-certified in KCS Foundations and KCS Principles. She is frequently asked to consult on continuous improvement efforts, especially as they pertain to support centers and knowledge management.