Centered Services Training and Certification
3-day training seminar, $1,695
Knowledge Centered Services, or KCS is a business methodology that leverages knowledge as a key asset of an organization. KCS has proven to significantly improve service levels to customers, operational efficiencies, and the organizations's value to the company through knowledge management.
This three-day training and certification course is for customer service professionals and support center professionals, supervisors, managers, and directors responsible for managing their support centers' resources and improving service. The course will provide guidance and practical steps for capturing, storing, and successfully reusing support knowledge. Knowledge Centered Services (KCS), developed by the renowned Consortium for Service Innovation, defines a set of principles and practices proven to allow service and support organizations to significantly improve service levels to customers and gain operational efficiencies. Course participants will learn a set of practical steps for reusing, improving, and creating knowledge; as well as how to implement a strategy for adopting Knowledge Centered Services. This course aligns with the KCS Practices Guide v6.0.
What You Will Learn
Who Should Participate
The KCS workshop is for support professionals and project managers who want decrease problem resolution time and related compensation expense by utilizing a knowledge management program. It is also for individuals preparing for the Knowledge Centered Services Principles, and all staff directly involved in and responsible for the knowledge management process.
What is Knowledge Centered Service?
The Knowledge Centered Services Model
Aligning Knowledge Centered Services with the Business
Knowledge Centered Services Roles and Responsibilities
The Knowledge Centered Services Workflow
Leadership and Motivation
The KCS Adoption Roadmap
The Knowledge-Centered Support Principles certification verifies that support center professionals understand the KCS methodology. This certification validates that one knows how to implement steps to capture, structure, and successfully reuse knowledge through the knowledge management process.
KCS is a Service Mark of the Consortium for Service Innovation.
The per student registration fee for this seminar is $1,695 and includes the seminar and course materials. Class begins at 8:00 a.m. and ends at 5:00 p.m. each day. Please arrive early the first day to sign in and meet fellow attendees. Dress is business casual.
Register securely online with confidence or please call (708) 246-0320.
Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive training credit, less administrative fees of $400 toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.