T1714

Ladda ner som PDF

KCS v6 Practices Workshop

This 2,5-day trainer-led workshop, plus a optional half-day certification exam focuses on the eight practices of KCS and what it takes to support a successful KCS implementation and adoption. Industry examples and class exercises are used to develop these practices to make them more practical.

KCS Content, structured problem solving workflow, roles and responsibilities, performance assessment and measurements, and Leadership and Communication requirements are examples of the workshop agenda. In the end, you will be left with a clear understanding of what KCS is, how it works, knowing what the benefits are for your organization’s success and how to continue forward.

KCS V6 Training Workshop

Audience

Consultants, program/project managers, KCS core team members, supervisors and managers of support agent/engineers who are doing KCS.

Prior knowledge

No previous experience is required, but we recommend that participants take the KCS v6 Fundamentals course beforehand, and that participants read through the course material before attending the workshop.

Learning objectives

  • An understanding of the key deliverables required to implement KCS
  • Best practices for measuring knowledge activity, performance, and value
  • Techniques for insuring knowledge base quality without review queues
  • Processes for creating in-workflow and value-added content
  • How to manage a KCS adoption, avoiding mistakes others have made

Outcome

  • Learn how to improve support center efficiency, consistency, and capacity
  • Improve the customer’s success with self-service
  • Identify potential business improvements based on the customer experience
  • Understand how to dramatically reduce time to proficiency
  • Recognize how to increase support analyst job satisfaction

 

KCS v6 Practices Certfication

KCS v6 Practices is the highest certification level in the industry for people managing a KCS environment. 

Competencies: thorough understanding of all KCS concepts and practices as well as an understanding of the best practices for KCS adoption. 

 

Kursen levereras i samarbete med

Learning objectives

  • An understanding of the key deliverables required to implement KCS
  • Best practices for measuring knowledge activity, performance, and value
  • Techniques for insuring knowledge base quality without review queues
  • Processes for creating in-workflow and value-added content
  • How to manage a KCS adoption, avoiding mistakes others have made

Outcome

  • Learn how to improve support center efficiency, consistency, and capacity
  • Improve the customer’s success with self-service
  • Identify potential business improvements based on the customer experience
  • Understand how to dramatically reduce time to proficiency
  • Recognize how to increase support analyst job satisfaction

 

KCS v6 Practices Certfication

KCS v6 Practices is the highest certification level in the industry for people managing a KCS environment. 

Competencies: thorough understanding of all KCS concepts and practices as well as an understanding of the best practices for KCS adoption. 

 

Kursen levereras i samarbete med

Kursfakta

Kurs-ID: T1714
Längd: 3 dagar
Pris exkl moms: 15 500 kr
Inregistrering: 09.00
Kursstart: 09.30
Kursslut (ca): 17.00
Kan betalas med:
TRAINING CARD

Lämna dina kontaktuppgifter om du önskar en företagsintern utbildning.

Tipsa