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This workshop will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing mission-critical knowledge. This course will help you adopt a KCS strategy that will shift your support center from a call-centric model to a knowledge oriented model .Knowledge-Centered Support (KCS), developed by the renowned Consortium for Service Innovation, defines a set of principles and practices proven to allow IT service and support organizations to significantly:
• Improve service levels to customers
• Gain operational efficiencies
• Increase the organization’s value to their company
Successful completion of this workshop will allow you to:
• Efficiently create and maintain quality, easy-to-find content in the knowledge base
• Motivate support analysts to use the knowledge base, and to effectively assess individual and team contributions
• Articulate the value of knowledge management practices for your organization
• Adopt a strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
• Identify and avoid the common pitfalls associated with knowledge management
Course Curriculum
Unit 1: The KCS Process (What and Why)
Section 1: Introduction
- Maximizing your learning experience
- About HDI and CSI
- Exercise: Business Goals?
- Exercise: 3 Letter Body Parts
Section 2: What is KCS?
- KCS Double Loop Process
- The Solve Loop
- The Evolve Loop
- Exercise: Process Change – the Koosh Ball
Unit 2: How to Implement KCS: Keys to a Successful Adoption
Section 1: Strategic Framework
Section 2: Content Vitality
- The Concept of a Solution
- Example: The Solution Elements in Practice
- Solution Life Cycle
- Managing Solution Quality
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Section 3: KCS Roles and Responsibilities
- Exercise: Characteristics of a Coach
Section 4: Workflow/Process Considerations
- Structured Problem Solving (SPS)
- Workflow and Technology
- Solution Visibility
Section 5: Performance Assessment
- A Framework for Performance Assessment
- Exercise: Performance Measurement Scenarios
- Summary of Performance Assessment
Section 6: Leadership
Section 7: Communications Plan
- Communications is the Key
- Exercise: Communication Strategies
- Exercise FAQs and Objections:
Unit 3: Adoption Roadmap
Unit 4: Summary of the KCS Transformation |
Who Should Attend:
This course is designed for support center professionals, supervisors, managers, and directors responsible for managing their support centers’ resources and improving service.
Pre-requisites:
Participants must be familiar with the basic concepts of a support center as well as its purpose and primary tasks.
Training Methods and Pricing
On-site: A three-day course conducted at your company’s site.
Classroom: Interactive three-day course among peers.
Click Here for a Printable .PDF version of this information to share with your Organization.
Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.
For more information call our office at 1-888-737-2327.
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