I have a very vivid memory of crashing into a tree during my first bike-riding lesson. Apparently, that lesson involved less training and more trial by fire – not a method I’d advocate for your customer service agents or knowledge management initiative.

If you’re concerned with the customer experience – and it’s been proven to be an important competitive differentiator – then it would behoove you to consider the Knowledge-Centered Support (KCS®) methodology to manage your knowledge.

Read the white paper in KMWorld (the subscription is free), “Take Off the Training Wheels and Let Your Customer Support Agents Fly” to learn about the goals of KCS, technology that can help drive KCS proficiency and how to sustain KCS long-term.

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

Author: Jeff Weinstein