IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Knowledge Management Foundations: KCS Principles - Onsite

Course Description
Knowledge Management Foundations: KCS Principles is HDI's emerging set of best practices for knowledge management. Many support and service organizations spend thousands of dollars each year on technology rollouts and upgrades, with minimal satisfaction on the investment. HDI's new KCS course will teach you how to transform mere information into knowledge, action and excellence! Find out how to adopt a KCS strategy that will allow you to shift your support center from a call-centric model to a knowledge-oriented model, thus providing the highest level of service and support to your customers.

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 levels through the use of knowledge management strategies to improve efficiency and maximize customer satisfaction.
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What You'll Learn
  • How to assess the value of knowledge-centered support
  • The difference between call-tracking and knowledge management systems
  • The concept behind the re-use of knowledge and the value of tracking the re-use
  • How to understand KCS principles and practices
  • How KCS fits in to the workflow and the structured problem solving process
  • How to examine the fundamentals of solution management
  • How to identify key roles and responsibilities
    • Organizational role
    • Employees’ role
    • Manager’s role
  • An appreciation for a new way to assess performance and contribution
  • Considerations for a successful adoption and implementation of the strategy
This course is an onsite course that IHS can deliver to your organization.

To Register
For more information or to register by phone, contact IHS at (800) 673-2241; or email us at info@ihssupport.com.