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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 205: Lessons Learned from Real World KCS Implementations

Alex Baker  (Principal Consultant, Upland Software)

Date: Wednesday, May 3

Time: 11:30 am - 12:30 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

There are many workshops, blogs, webinars, and articles on what Knowledge Centered Service (KCS) is but not a lot of people talking about HOW to implement it correctly. There are many items to consider when looking to implement KCS in your organization. Join Alex Baker as he talks through his experiences in working with multiple organizations as they implemented KCS. Learn from his triumphs and his mistakes.

In this session he will be covering topics like:

  • Establishing expertise
  • How to set up governance and make sure it works
  • How to get your Analysts (Knowledge Workers) on board and excited to engage
  • How to plan for the implementation
  • Overcoming cynicism and objections to KCS
  • How to measure your success
  • Why you can’t keep doing things the way you used to
  • Making your tools work for you instead of limiting your implementation
  • KCS Implementation do’s and don’ts