Overview

Knowledge Centered Services, or KCS is a business methodology that leverages knowledge as a key asset of an organization.  KCS has proven to significantly improve service levels to customers, operational efficiencies, and the organizations's value to the company through knowledge management.  

This three-day training and certification course is for customer service professionals and support center professionals, supervisors, managers, and directors responsible for managing their support centers' resources and improving service.  The course will provide guidance and practical steps for capturing, storing, and successfully reusing support knowledge.  Knowledge Centered Services (KCS), developed by the renowned Consortium for Service Innovation, defines a set of principles and practices proven to allow service and support organizations to significantly improve service levels to customers and gain operational efficiencies.  Course participants will learn a set of practical steps for reusing, improving, and creating knowledge; as well as how to implement a strategy for adopting Knowledge Centered Services.  This course aligns with the KCS Practices Guide v6.0.

What You Will Learn

• Efficiently create and maintain quality content in a knowledge base
• Motivate support analysts to use the knowledge base
• Structure knowledge to make it easy to find and use
• Minimize investments in knowledge workflow and maximize the return
• Improve service levels to customers
• Gain operational efficiencies
• Increase the organization's value to their company
• Identify and avoid the common pitfalls

Who Should Participate

The KCS workshop is for support professionals and project managers who want decrease problem resolution time and related compensation expense by utilizing a knowledge management program. It is also for individuals preparing for the Knowledge Centered Services Principles, and all staff directly involved in and responsible for the knowledge management process.

Agenda

What is Knowledge Centered Service?

• What It Is
• What Led to the Development of KCS?
• Why Do You Need KCS?
• What Are the Benefits of KCS?
• How Does KCS Align with ITSM?

The Knowledge Centered Services Model

• Understanding KCS
• The KCS Process

Aligning Knowledge Centered Services with the Business

• Aligning Business Goals and Objectives
• Providing Value with KCS
• KCS Return on Investment (ROI)

Content Health

• What Is Content Health and Viability?
• The Content Standard Section
• Developing a Content Standard
• The Loop Articles Section
• Archiving Old Articles Section
• Dealing with Legacy Data
• Priming the Knowledge Base
• Global Support Considerations
• Knowledge Domain Analysis
• Content Health Indicators
• Self-Service Success
• Self-Service Measures

Knowledge Centered Services Roles and Responsibilities

• KCS Roles and Licensing Model
• The KCS Licensing Model
• Defining Roles and Competencies

The Knowledge Centered Services Workflow

• What Is Workflow?
• What Is Structured Problem Solving?
• Workflow and Technology
• Process Integration

Performance Assessment

• The KCS Competency Model
• Performance Assessment
• Rewards and Recognition
• Feedback and Reputation Model

Leadership and Motivation

• Leadership
• Motivation
• Defining Purpose
• Promoting Teamwork

Communication

• Communication
• Key Messaging and Elevator Pitches
• Handling Questions and Objections
• Delivery Options

Technology

• Functional Requirements
• KCS Verified

The KCS Adoption Roadmap

• The KCS Adoption Program
• Adoption Roles
• Implementation Strategy
• Investment: People, Process, and Technology
• Critical Success Factors

Certification

The Knowledge-Centered Support Principles certification verifies that support center professionals understand the KCS methodology. This certification validates that one knows how to implement steps to capture, structure, and successfully reuse knowledge through the knowledge management process.

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

Registration Fees

The per student registration fee for this seminar is $1,695 and includes the seminar and course materials. Class begins at 8:00 a.m. and ends at 5:00 p.m. each day. Please arrive early the first day to sign in and meet fellow attendees. Dress is business casual.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

Dec 6-8, 2017	11:30 AM-7:30 PM ET	Virtual Classroom
Dec 13-15, 2017	Omaha, NE	Location to be announced
Jan 24-26, 2018	8:30 AM-4:30 PM ET	Virtual Classroom
Feb 26-28, 2018	11:30 AM-7:30 PM ET	Virtual Classroom
Feb 28-Mar 2, 2018	Phoenix, AZ	Location to be announced
Mar 14-16, 2018	Denver, CO	Location to be announced
Mar 21-23, 2018	Omaha, NE	Location to be announced
Mar 28-30, 2018	8:30 AM-4:30 PM ET	Virtual Classroom
Apr 8-10, 2018	Las Vegas, NV	Location to be announced
Apr 18-20, 2018	Washington, DC	Location to be announced
May 7-9, 2018	11:30 AM-7:30 PM ET	Virtual Classroom
Jun 6-8, 2018	Chicago, IL	Location to be announced
Jun 19-21, 2018	8:30 AM-4:30 PM ET	Virtual Classroom
Jun 20-22, 2018	Atlanta, GA	Location to be announced
Jul 25-27, 2018	Philadelphia, PA	Location to be announced
Jul 25-27, 2018	11:30 AM-7:30 PM ET	Virtual Classroom
Aug 8-10, 2018	8:30 AM-4:30 PM ET	Virtual Classroom
Sep 5-7, 2018	11:30 AM-7:30 PM ET	Virtual Classroom
Sep 20-22, 2018	Kansas City, MO	Location to be announced
Oct 29-31, 2018	8:30 AM-4:30 PM ET	Virtual Classroom
Oct 31-Nov 2, 2018	Washington, DC	Location to be announced
Dec 5-7, 2018	11:30 AM-7:30 PM ET	Virtual Classroom

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