Virginia Scuderi (Owner, Competitive Advantage, Inc.)
Date: Saturday, November 6
Time: 8:30am - 5:00pm
Pass Type: 3-day Training + Standard Conference, 3-day Training Only - Get your pass now!
Track: 3-Day Preconference Training
Session Type: Training
Vault Recording: TBD
Knowledge-Centered Service (KCS) is a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS has been proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.
This course provides support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting KCS that creates and maintains knowledge as a by-product of the incident management process.
You'll learn about: