Knowledge-Centered Service (KCS®), developed by the Consortium for Service Innovation, is a methodology and a set of processes and industry-recognised best practices that leverage knowledge as a key asset of the support organisation.
Knowledge-Centered Service (KCS®) is proven to allow service and support organisations to significantly improve service levels to customers, gain operational efficiencies, and increase the organisation’s value to the company through knowledge management.
Consortium for Service Innovation
The Consortium is a non-profit alliance of service and support organisations focused on innovation around customer engagement, productivity, and success. The Consortium includes leading organisations such as Oracle, ServiceNow, Dell Technologies, Hewlett Packard Enterprise, Ericsson, Alcatel-Lucent.
ALC has partnered with Aprill Allen to deliver the KCS® Knowledge Centered Service v6 Practices Course. Aprill is endorsed by the KCS Academy to deliver these workshops.
The KCS® Workshop
If you’re considering launching KCS, tuning up your KM (Knowledge Management) processes, or bringing a colleague up to speed, this intensive workshop will provide the needed insights and skills. Conducted over 2 days and taught by KCS v6 Certified trainers, the workshop provides a thorough coverage of KCS theory and practice and is excellent preparation for the optional KCS v6 Practices Certification exam, which can be taken separately after the course.
During this workshop, participants will learn:
This course is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices. The course is also appropriate for product managers whose products align with or enable the KCS practices.
Typical attendance includes:
Face-to-face classroom training
NOTE: The KCS v6 Practices Exam is NOT included in the course fees. Participants register for the exam directly with the KCS Academy.
The KCS v6 Practices Certification is offered by the KCS Academy. The certification standards and exam are developed and maintained by a committee of members from the Consortium for Service Innovation. The KCS Academy is the certifying body for KCS as designated by the Consortium for Service Innovation (the owners of KCS).
For more information on fees and how to register for the exam please click here.
The Consortium is a nonprofit alliance of service and support organisations focused on innovation around customer engagement, productivity, and success.
Members create innovative operational models through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The results are new strategies and models that improve the customer experience.
KCS Knowledge Centred Service is an initiative of the Consortium.