Knowledge-Centered Service operationalizes knowledge management concepts into your existing workflows, holistically improving customer experience, employee engagement, and organizational learning. The latest version, KCS v6, is based on the collective experience of Consortium for Service Innovation Members and developed over 30+ years.
KCS takes teamwork to a new level. The organization must shift to a perspective that sees knowledge as an asset owned and maintained by the team, not by an individual or a small group of dedicated content creators. The focus of the team is to capture and improve the collective knowledge – not only to solve individual customer issues, but also to improve organizational learning.
Consortium Members who have implemented KCS in both their internal and external support organizations report dramatic improvements in incident resolution and training times, in customer satisfaction, and in analyst job satisfaction. As a result, they are realizing substantial savings in operating costs at the same time they are seeing improvements in service levels.
People choose KCS because they see the need to scale and expand their customer and technical support capabilities, but don't have endless staffing or budgetary resources. The use of KCS provides both quantitative and qualitative benefits.
Initial results of KCS adoption
Initial results of KCS adoption
Solve Cases and Incidents Faster
Optimize Use of Resources
Enable Web Success
Build Organizational Learning
People choose to adopt KCS because they need to scale and extend their organization's capabilities in a world of limited staffing and budget resources.