Whether you provide technical support for a corporate help desk, products or a third party provider, you are almost certainly under pressure to extract as much productivity as possible from your resources while also improving service levels. This comprehensive workshop on Knowledge-Centered Support (KCS) will help you to achieve this.

Knowledge-Centered Support (KCS) is a business methodology that was developed and tested by members of the Consortium for Service Innovation™ (CSI). It is a "just-in-time" approach to knowledge management that integrates knowledge capture and maintenance into the problem solving process. The knowledge that is created improves internal efficiency as well as customer success on the web.The fundamental goal of KCS is to solve a problem once and use the solution repeatedly. Organizations have shown that adoption of KCS can improve operational efficiency, customer satisfaction and employee morale. This workshop examines the need for a knowledge-centered strategy, the organizing principles of KCS and the benefits that it delivers.