Knowledge Centered Support (KCS) is a customer service methodology that focuses on knowledge as a key asset of the organization. It is a way of interacting with knowledge which enables teams to answer questions quickly, deliver answers where people are looking for them, and train new employees faster.
KCS derives from the idea that knowledge is created when people solve problems. When a customer support team member solves a problem, they capture that knowledge in a knowledge base so that it can be reused by others. This knowledge base constantly evolves as new problems are solved and new solutions are discovered.
KCS has a number of benefits, including:
- Reduced costs: KCS can help organizations reduce costs by reducing the time it takes to resolve customer issues. This is because support team members can quickly and easily find the information they need to solve problems in the knowledge base.
- Improved customer satisfaction: KCS can help organizations improve customer satisfaction by providing customers with access to self-service knowledge resources. This allows customers to solve their own problems without having to wait for a support team member to help them.
- Improved support team satisfaction: KCS can help improve support team satisfaction by giving support team members a sense of ownership over their knowledge. Support team members are encouraged to contribute to the knowledge base and share their knowledge with others.
- Faster training for new employees: KCS can help organizations train new employees faster by providing them with access to a comprehensive knowledge base. This allows new employees to learn from the experience of others and get up to speed quickly.
- KCS is a powerful methodology that can help organizations improve the efficiency and effectiveness of their customer support operations. It is a good fit for organizations of all sizes, in all industries.
Here are some examples of how KCS can be used in different industries:
- IT support: IT support teams can use KCS to capture and share knowledge about how to solve common technical problems. This can help them resolve customer issues more quickly and efficiently.
- Healthcare: Healthcare organizations can use KCS to capture and share knowledge about medical conditions, treatments, and wellness advice. This can help them provide their patients with better care.
- Education: Educational institutions can use KCS to capture and share knowledge about teaching methods, curriculum, and student assessment. This can help them improve the quality of their educational programs.
If you are interested in learning more about KCS, there are a number of resources available online and through the Consortium for Service Innovation.