Length: 2 Days
The 2 Day KCS v6 Practices course provides all the skills to prepare for a KCS Adoption and Practice. Knowledge-Centered Service (KCS®) is a registered Trademark of the Consortium for Service Innovation™.
WHAT YOU’LL LEARN
Attendees will gain a deep understanding of;
- KCS and its benefits
- KCS best practices with industry examples
- KCS content: standards and quality
- The structured problem-solving workflow
- Roles and responsibilities
- Performance assessment
- Leadership strategies and change management
- Technology requirements to enable KCS
- A road map for KCS adoption
WHO SHOULD ATTEND
This course is meant for service professionals and knowledge workers needing to dramatically improve service support and customer service success.
Managers implementing knowledge practices to increase staff and customer satisfaction in service and support across the enterprise, Service Desk Team leads.
Operations and Support Managers looking to shift-left the knowledge for a shared-service environment and customer self-service, DevOps Team Leads preparing knowledge for support and other service management teams.
Human Resource, Financial Services, Legal knowledge professionals preparing knowledge for staff and customer self-service.
Courses are led by CATALYNK Limited KCS® Trainers, certified by The KCS Academy to deliver this course