KCS Training

Get the needed insights and skills to prepare you for launching a KCS v6 program!


$1500 USD  for virtual class



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The Coveo KCS® v6 Practices workshop is a class designed to teach participants about the Knowledge-Centered Service methodology. This methodology was developed through the collective experience of members of the Consortium for Service Innovation

 

What you’ll learn during this class?

  1. An understanding of the key deliverables required to implement KCS
  2. Best practices for measuring knowledge activity, performance, and value
  3. Techniques for ensuring knowledge base quality without review queues
  4. Processes for creating in-workflow (Solve Loop) and value-added (Evolve Loop) content
  5. How to manage KCS adoption and how to avoid mistakes others have made

 

Why you need the KCS v6 methodology in your company?

  1. To improve organizational efficiency, consistency, and capacity
  2. Help you identify potential business improvements based on the customer experience
  3. To improve the customer's success with self-service

 

Who should take this KCS v6 class?

  • Program and Project Managers for KCS adoption, consultants
  • Supervisors and first and second-line managers
  • KCS Council team members, KCS Publishers and Coaches
  • Product managers of technology and tools that enable KCS

 

Available dates**

  • February 12-14, 2019 from 11 AM to 6PM ET, virtual class. Fill the form for more details!

  

Agenda

Introduction

  • KCS overview and benefits
  • Solve Loop

Process Improvement

  • Evolve Loop
  • Content health techniques

Process Integration

  • Integrate knowledge into the workflow
  • Performance assessment and measures

KCS Implementation and adoption

  • Leadership and communication
  • KCS adoption phases

Change Management

  • Elements of the communication plan

KCS Principles and Core Concepts

 

 

 

*KCS® is a service mark of the Consortium for Service InnovationTM

**Dates are subject to change. All live training will only occur if a minimum of 5 participants are registered.

ABOUT THE SPEAKERS