Course Overview

This course 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 Knowledge Centered Support (KCS SM) strategy that will shift your support center from a call-centric model to a knowledge-oriented model.

KCS SM, 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.

• 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

Who Should Attend

This course is designed for support center professionals, supervisors, managers, and directors responsible for managing their support center's resources and improving service.

Certification

The certification exam is included with the purchase of this course. Instructions on scheduling the exam are provided upon course completion.

"This knowledge management course was very valuable. The content and instructor were fantastic. It was the best course I have ever attended." (Keri Kostonis, Winston & Strawn).

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