HDI® KCS Principles
This courseware is available in a Virtual Classroom configuration.
Knowledge-Centered Services (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a…Read More
|Certificate||HDI Knowledge-Centered Services Principles (HDI-KCS)|
|Delivery||Blended, Classroom, Virtual Classroom|
What is included in HDI® KCS Principles
Knowledge-Centered Services (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.
This course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Services that creates and maintains knowledge as a by-product of the incident management process. This course aligns with the KCS Practices Guide v6.0.
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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.
Service Desk Manager At City National Bank