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.  |
