For the next three days, I’ll be in a KCS workshop.
Knowledge-Centered Support is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels to customers, gain operational efficiencies, and increase the organization’s value to their company.
Rational Client Support started implementing KCS best practices a couple of years ago, before I joined the organization, and we’ve already seen the power of building up a robust, reusable knowledge base. Being able to “capture the solutions generated by the customer support process, and make them available for reuse throughout the support organization” is a win for both the company and its customers.
I’m looking forward to learning more!