We just concluded IMPACT 2014, our annual Knowledge Conference, held in Orlando, Florida. It included two days of training, followed by two full days of sessions, roundtables, keynotes and birds-of-a-feather gatherings.

One of the things that really struck us at this year’s IMPACT was the increased interest in KCS® on the part of our clients and partners. Our pre-conference KCS Fundamentals training was very well-attended, and many of our clients who are using some KCS principles are eager to implement additional KCS processes. We’ve always been a KCS shop and are the only system-agnostic knowledge management vendor that is KCS Verified V5, but only recently has KCS become one of the deciding factors in our clients’ selecting RightAnswers. And this goes for our global clients as well, so KCS is becoming more entrenched in knowledge management worldwide.

So why this recent mass adoption of KCS? Probably because knowledge management is growing in importance. According to 2014 Gartner research, KM is an area in which the majority of companies are growing their investments. They recognize that user and customer satisfaction impact their bottom line, and customer service is a major driver of customer satisfaction.

When organizations follow KCS guidelines, they create usable knowledge more quickly, knowledge is reused more frequently and their knowledgebases remain up-to-date. Our clients who use KCS for support improve their productivity and efficiency. They increase their first-call resolution rates, reduce average call time and increase both customer and employee satisfaction.

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

Author: Tom Policano