Upland can help your organization with your KCS™ Processes from the planning through the implementation providing the tools, training and resources you need to be successful with your knowledge management efforts.
Contact us for a KCS assessment and demonstration
What is KCS?
KCS is a mature Knowledge Management methodology which not only enables organizations to be successful with managing knowledge but also yields profound benefits. For most organizations, it represents a new way to think about knowledge.
The Knowledge-Centered Support (KCS) methodology presents a set of practices for managing and creating knowledge in a customer service or support environment.
To benefit from KCS, you need more than a vendor that merely aligns itself with KCS. You need knowledge management software that is KCS Verified V6, the highest level of KCS implementation.
Technology
RightAnswers was designed with KCS in mind right from the beginning and as a result, is full of functionality that enables organizations to be up and running quickly with no customization or programming needed! We’ve taken the complexity out of KCS streamlining processes to enable high participation and easy publishing enabling you to get content to your customers as quickly as possible. Let us show you how easy it is to implement KCS with the RightAnswers Knowledge Management Solution.
Webinars
Our team of KCS and Knowledge Management experts frequently host webinars to educate and inspire organizations.
Here are a few of our top KCS webinars to help you get started!
On-Demand: Knowledge Quality Secrets that Every KCS Expert Wish you Knew
You can build an amazing looking knowledge base, but it’s meaningless if no one can find the right content. Without a basis in quality, you can’t provide a great customer experience. Your knowledge base needs to be stocked with high-quality knowledge to satisfy your customers’ needs that resolve their issues.
On-Demand: I’m KCS Certified…Now What?
Are you Knowledge-Centered Service (KCS™) Certified and overwhelmed with how to now drive your organization to Knowledge Management (KM) success? Or do you feel unsure about how to link KCS benefits to your specific KM goals?
On-Demand: The Do’s and Don’ts of KCS: A Case Study from Paychex
Watch this webinar where Paychex, a leading provider of integrated human capital management solutions for payroll, human resources, retirement, and insurance services describes the lessons learned from implementing the RightAnswers Knowledge Management Solution with the KCS Methodology.
Blog
Our team of KCS and Knowledge Management experts frequently share their expertise to help educate and inspire organizations.
Here are a few of our top KCS Blogs to help you get started! Access our blog »
Blog: Remembering the four Core Principles of KCS
When you are implementing KCS, it’s important that you never forget the four core principles of KCS when making decisions about the practices and techniques you are planning on implementing in your organization.
Blog: Showing the Value of KCS
When we shift into becoming a KCS organization, it is a huge change in mindset and culture for many organizations. With that said, in order to drive effective change across our organization in aligning to the KCS Practices, we need to be able to show the value that KCS is providing.
Blog: Creating Value in your KCS Licensing Model
When planning our KCS implementation, one of the areas of KCS design that you’ll spend time on is designing what the KCS Licensing Model will look like for your organization.
KCS TRAINING & CERTIFICATION
The Upland RightAnswers team of certified KCS Trainers are industry professionals with many years of Knowledge Management and KCS experience in implementing and sustaining KCS practices across many organizations. Our team shares best practices, insight, real-life examples and cautionary tales with every training course we offer.
KCS Practices V6 Workshop & Certification
Summary:
Earn the highest level of KCS Certification with the new Practices V6 Certification in this 3-day workshop.
Who Should Attend:
Knowledge Managers, Contact Center/Service Desk Managers, Adoption Managers, and Team, those who want a deeper understanding of KCS practices.
Class Schedule:
3 days – 9:00am – 5:00pm
KCS Coach Development Workshop
Summary:
This 2-day workshop provides coaches with the skills needed to encourage, inspire, and support change.
Who Should Attend:
This is intended for those individuals who hold either a Leadership, Manager, KCS Coach, or Support Coach role.
Class Schedule:
2 days – 9:00am – 5:00pm
KCS Practices V6 Overview Workshop
Summary:
This 1-day workshop explains what’s involved in KCS and what type of commitment it requires.
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.
Class Schedule:
1 day – 9:00am – 5:00pm
KCS Leadership V6 Overview Workshop
Summary:
This 1-day workshop delves into KCS concepts and develops the skills needed to successfully lead a knowledge-centered organization.
Who Should Attend:
Knowledge Managers, Contact Center/Service Desk Managers, those who want a deeper understanding of KCS practices.
Class Schedule:
1 day – 9:00am – 5:00pm
Intelligent Swarming Insights Workshop
Summary:
This 1-day workshop explores ways to get the right people working on the right things.
Who Should Attend:
Knowledge Managers, Contact Center/Service Desk Managers, who are looking to implement a collaboration-based model that seeks to get the person, or people most likely to be able to solve an issue working on that issue on the first touch.
Class Schedule:
1 day – 9:00am – 5:00pm
KCS 101
Summary:
This 90-minute training provides an overview of what KCS is, how it’s different from the traditional knowledge management approach, and briefly covers each element of the KCS processes.
Who Should Attend:
Agents, analysts, customer service reps, engineers, and anyone who needs to have a basic understanding of what KCS and what benefits will be recognized by them personally, their customers, and organization.
Class Schedule:
This training is customized to how your organization does KCS and is offered as a live, instructor-led training session or through a self-paced training module. Contact us for more information.
KCS Consulting
RightAnswers by Upland Software helps companies maximize their knowledge management (KM) and Knowledge-Centered Service (KCS) investments. Whether you are considering RightAnswers, a KCS Verified v6 knowledge management software, or you are looking to optimize your existing systems, our team of KCS trained and certified experts can help you leverage the full power of KCS.
The RightAnswers KCS Implementation and Consulting Service is designed to help customers become the best they can be at developing, maintaining and optimizing their knowledge management practices.
KCS EVENTS
Want to keep updated on what’s happening in the KCS World? Bookmark this site!
Our team of KCS Experts regularly conducts webinars, training sessions, roundtables, Q&A sessions.
Also want to mention KCS World Tours we’re speaking at, and other things we do/host with the consortium here too.
Contact us for a KCS assessment and demonstration
Webinar
Nov 5, 2020KCS Academy’s Vendor Series: Elevate your KCS processes with technology fueled by RightAnswers
Join our very own Michelle Stumpf as she shares how you can...
Webinar
Oct 28, 2020Customer Talk Webinar Series: How Paychex Leverages Knowledge Management during the COVID-19 Crisis
Knowledge Management In A Time Of Crisis: How Paychex Succeeded In Transitioning...
Webinar
5 Easy Steps to Maintain a Successful KCS Implementation
Watch the webinar and learn how you can maintain the momentum of...
Blog
6 Ways KCS Motivates Your Agents
It has been well-established that happy, engaged employees lead to higher customer...
Infographic
6 Ways to Increase Agent Adoption of Your Knowledge with KCS
Increasing agent adoption of your knowledge management initiative improves customer service and...
Blog
What Is Knowledge Centered Support (KCS)?
Start small: that’s the best way to begin using Knowledge-Centered Support (KCS)...