Committed to Knowledge Centered Service

Embark on your journey to KCS success

Successfully integrate KCS into your organization and meet your knowledge management goals

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KCS is a mature Knowledge Management Methodology

Manage knowledge that yields benefits and enables success

Partner with us to help your organization strengthen your KCS™ processes. From planning through implementation, we’ll give you the tools, training, and resources needed to achieve big results with your knowledge management efforts.

You need the right technology to benefit from KCS

RightAnswers was designed with KCS in mind and as a result, our product functionality enables organizations to be up and running quickly with no customization needed. You’ll find:

  • Role-based permissions that conform to KCS guidelines
  • Configurable templates that structure the knowledge so the most important information is included in the knowledge article
  • Search results that include federated & unstructured knowledge to provide highly relevant results & increase knowledge reuse
  • knowledge is easily improved by adding comments or edits to solutions

RightAnswers has been certified by the KCS Academy to deliver Knowledge-Centered Service Workshops and Certification

KCS Practices v6 Workshop & Certification

Earn the highest level of KCS Certification in this three-day Workshop.


KCS Coach Development Workshop

This two-day workshop provides coaches with the skills needed to encourage, inspire, and support change.


KCS v6 Leadership Overview Workshop

This one-day workshop delves into KCS concepts and develops the skills needed to successfully lead a knowledge-centered organization.


KCS v6 Practices Overview Workshop

This one-day workshop explains what’s involved with KCS and what type of commitment it requires.


KCS 101 Overview Training

This 90-minute training provides insight into what KCS is, how it’s different from the traditional KM approach, and provides an overview of each element of KCS processes.


Intelligent Swarming Insights Workshop

This one-day workshop explores ways to get the right people working on the right things.


KCS Implementation & Consulting Services

We help companies maximize their KM and KCS investments

Whether you are considering RightAnswers, a KCS Verified v6 knowledge management software, or you need to optimize your existing systems, our team of KCS trained and certified experts can help you reap the rewards of the full power of KCS.

KCS Expertise

RightAnswers has a team of KCS Experts who have successfully implemented KCS in many organizations and have trained hundreds.

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Michelle Stumpf

KCS Practice Director & KCS Certified Trainer

Laura Lockley headshot
Laura Lockely

VP, Customer Success & Professional Services

Steven Green headshot
Steven Green

Customer Success Manager & KCS Certified Trainer

Alex Baker headshot
Alex Baker

Senior Consultant

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Stin Mattu

Product Marketing Manager & KCS Certified Trainer

KCS Community & Support

Sharing means caring, especially when it comes to knowledge

We’re passionate about KCS, and are eager to share our experiences with you.

  • KCS Webinars
  • KCS Blogs
  • KCS Events

Contact Us

90% +

Over 90% of RightAnswers customers have implemented some part of KCS


CSRs reported an FCR increase from roughly 60% to 74% after implementing knowledge management and KCS

What is KCS?

We’ve created a 9-step guide that presents the underlying principles of KCS where we share practical tips to how to get it moving it at your organization.

Download our guide

The facilitator did an excellent job explaining the concepts, adding real-world examples, and answering our questions. And the program is quite well designed. I have been in project management for over 10 years, and I didn’t expect KCS to be so thorough. I expected details on the concepts, models, methods, etc… But the KCS training was essentially a step-by-step guide on how to implement KCS in an organization. Very impressive, and well worth the cost.

Gary P

Reliable products.
Real results.


The Road to Award-Winning KCS: A Case Study from Paychex

Paychex chose RightAnswers to implement a successful knowledge program using the KCS methodology to optimize call center activities.

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$7 lower cost per call over 3 years, saving $3M/yr

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