KCS Training, Consulting Knowledge Management Best Practice Methodology

Knowledge-Centered Support (KCS^sm) is recognized as a knowledge management best practice for service and support organizations. It defines a set of principles and practices that enable these organizations to improve customer service levels, gain operational efficiencies, and increase a support organization's value.

IHS Support Solutions has assisted the Consortium for Service Innovation and Help Desk Institute (HDI) in the development of the KCS Foundations Workshop. IHS offers a range of KCS readiness, training and implementation services, including:

A KCS Feasibility Study
Upon completion of this one-week study, key stakeholders will have an understanding of KCS and the path required for successful implementation in their environment.
A Knowledge Management Assessment
A tailored, in-depth pre-KCS assessment benchmarks the support organization prior to KCS implementation. We evaluate current knowledge management implementation and recommend improvements based on best practice and client objectives.
HDI’s KCS Foundations Workshop
This course teaches participants how to shift their support center from being call centric to knowledge centric, a transformation which has been shown to drive efficiency and customer satisfaction sharply higher.
KCS implementation guidance and coaching
Our consultants bring experience in leveraging best practices and applying both KCS and traditional knowledge engineering methodologies. They will help a support organization adopt, measure and sustain KCS over time: successfully collaborating, sharing, using and improving knowledge.