The Knowledge Centered Service, also known as the Knowledge Centered Support or KCS, is a methodology designed to integrate knowledge creation and maintenance into an organization’s daily workflow. Through collaboration and continuous knowledge capture, it enhances the efficiency and effectiveness of customer support and Service Management functions.
Lana Kosnik, a KCS Knowledge Centered Service V6 Trainer and Knowledge Management Practice Manager at Upland Software, discussed the main elements of the KCS method on episode 76 of Ticket Volume. She highlighted the four core principles and the peer-to-peer coaching system, emphasizing how implementing this methodology can benefit organizations in terms of efficiency and organizational development.
Key principles of the KCS include Abundance, Create Value, Demand-driven, and Trust. These principles guide organizations in handling questions and fostering a collaborative environment. The KCS focuses on real-life interactions and building knowledge as questions arise, contrasting with traditional Knowledge Management practices that are more proactive and documentation-focused.
To learn more about the KCS and best practices, be sure to tune in to our monthly webinars for the opportunity to ask questions in real-time during live sessions. In search of valuable insights on successful implementation of the methodology and the importance of knowledge creation for organizational effectiveness? Look no further than Liz Bunger and Michelle Stumpf. They provide expert advice on incorporating knowledge as a solid foundation for organizational success.
5 benefits of KCS implementation
Curious about the advantages of a successful KCS implementation? In essence, Lana emphasized that this method elevates the quality and accessibility of knowledge within teams, leading to enhanced efficiency and continual service improvement.
The key benefits of KCS include:
- Operational efficiency – Regularly updating knowledge ensures its accuracy, enabling teams to address issues swiftly, particularly common ones.
- First Contact Resolution (FCR) – Equipping agents with accessible information boosts FCR rates and reduces unnecessary ticket escalations.
- Self-service capabilities – Customers benefit from higher quality inputs when using self-service options, reducing the need for additional support.
- Organizational learning and development – Updated documentation enhances all knowledge-related ecosystems, facilitating quicker bug identification and resolution.
- Culture shift – KCS fosters a collaborative, trustworthy environment, promoting teamwork and efficiency.
KCS Coaching Program
Delving into the Knowledge Centered Support Coaching Program, Lana detailed her journey from initial acquisition to training in the KCS methodology. She stressed the importance of well-trained coaches in implementing the methodology successfully and supporting knowledge workers’ development.
In a Knowledge Centered Support environment, coaching operates on a peer-to-peer basis. This approach ensures knowledge workers receive guidance on KCS behaviors and workflows from peers who possess in-depth understanding of day-to-day tasks.
To sum up
This summary offers a glimpse into Lana Kosnik’s insights on Knowledge Centered Service. Discover how the elements of KCS converge to prioritize knowledge capture, enhancing your support team’s effectiveness and organizational efficiency.
For the full episode and more valuable content, check out the complete recording on platforms like Apple Podcasts, Spotify, YouTube, or your preferred podcast platform. Don’t miss out on our monthly webinars – register now to engage directly during the sessions!
