| Knowledge Management
Foundations: Knowledge-Centered Support Principles 3-day seminar Register online and get a free book!  |
 |
Overview
Knowledge-Centered Support (KCS) is aset 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. This new 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 Will Benefit:
This three-day 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.
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 knowledge-centered support principles and practices
-
How knowledge-centered support 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
Special bonuses for on-line registration!
Register from this web site and receive a complimentary book or coffee mug from the Resource Center*. To learn more about these items, click on the icons to the left of each item. Choose from:
Delivering Legendary Customer Service
An Abbreviated Guide to Incoming Call Center Terms
Microsoft Internet & Networking Dictionary
The Elements of Email Style
Managing People
Attracting & Rewarding Outstanding Employees
"When Supporting
the Customer, YOU ARE the Company" (coffee mug)
"It takes
months to get a new customer, moments to lose one" (coffee mug)
"Today, product
is a commodity. High Quality Service is our differentiating feature." (coffee
mug)
* Normal shipping and handling fees apply
Class Schedule
| Nov 14-16 | Vancouver | Best Western Richmond
( ) |
Class begins at 8:30 AM and ends at 5:00 PM both days. You should arrive at 8:00 a.m. the first day to sign-in and meet fellow attendees.
Dress is business casual. Keep in mind that meeting rooms can be chilly.
Registration Fees
The per student registration fee for this seminar is $1,395, and includes the seminar, course materials, refreshments, and continental breakfast.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the 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 credit, less administrative fees of $400, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change.
Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Bargain Books (50% off!)
Email the Librarian
Shipping Options
