Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.
Click on session titles for full session descriptions. All times noted are in PT.
Darrell Bond (Founding Partner , RADAR Solutions Group)
Location: Grand Ballroom 109
Date: Sunday, May 15
Time: 8:30 am - 5:00 pm
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only - Get your pass now!
Session Type: Pre-Conference Training
Vault Recording: TBD
Audience Level: Intermediate
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 knowledge management course will provide 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. So, if you're a support professional or project managers who wants actionable steps for improving time-to-resolve and reducing expenses by utilizing a knowledge management program, this workshop is for you!
Participants will learn: