KCS® Practices v6 Overview Workshop

This 1- day workshop is intended for organization or individuals who are new to KCS®, need a refresher or are getting colleagues up to speed. It explains what’s involved in KCS and what type of commitment it requires.

In this 1-day workshop you will learn:

  • How to use KCS to efficiently create and maintain quality, easy-to-find content in the knowledge base
  • Ways to motivate support agents to use the knowledge base and to effectively assess individual and team contributions
  • How to articulate the value of knowledge management for your organization
  • A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
  • How to identify and avoid the common pitfalls associated with knowledge management

Who should attend:

Knowledge Managers, Service Desk/Customer Service Managers & Directors, Support Analysts/Agents & Team Leads, KCS Program Team Members, anyone who authors content or solutions.


$495 per person (discounts available for multiple attendees from the same company who are registering for the same session).


The workshop is delivered virtually. On-site workshops at your company’s location can be arranged. For more information, please contact us.

Upcoming dates:

  • Oct 18 | 9am-5pm ET | 6am-2pm PT
  • Nov 10 | 9am-5pm ET | 6am-2pm PT
  • Jan 21 | 9am-5pm ET | 6am-2pm PT
  • Feb 4 | 9am-5pm ET | 6am-2pm PT
  • March 18 | 9am-5pm ET | 6am-2pm PT (Registration coming soon!)

KCS® is a service mark of the Consortium for Service Innovation

Register for an upcoming session!

Just fill out the form below and indicate your preferred date. We will contact you directly for credit card or billing details.