-
Knowledge isn’t something we do in addition to the solving problems, knowledge is the WAY we solve problems
-
Traditional support channels like the Service Desk see less than 3% of the total demand for customer support.
-
If an issue is worth solving then it’s worth capturing in your knowledge base.
-
Capture, Structure, Reuse and Improve knowledge as a bi-product of daily support activities.
-
Knowledge is information upon which we can act on.
-
The role of support is to connect people to content for KNOWN issues and connect people to people for NEW issues.
-
KCS is a methodology that focuses on knowledge as a key asset of the organization.
-
We should capture knowledge once and reuse it often.
-
KCS seeks to: Create articles as a by-product of resolving issues.
-
KCS seeks to: Develop a knowledge base of our collective experience to-date.
-
KCS seeks to: Evolve articles based on demand and usage.
-
KCS seeks to: Recognize people’s ability to learn, collaborate, share and improve.
-
70% of support demand is redundant, 70% of all issues coming into the support desk have been solved before.
KCS Training & Coaching
KCS Design Workshop
KCS Project Management
Classification & Taxonomy Modelling
Process In Motion
Knowledge Centered Service Blogs