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

The Paychex customer service and HR organization needed a strong knowledge management program, with knowledge as an integral part of every customer based interaction (emails, service requests, calls, etc.) and lead by example. Previous attempts to implement other knowledge vendors had “less than stellar” results. Paychex IT Support had been following Knowledge-Centered Service (KCS) as its knowledge management methodology which puts knowledge as the focus of all interactions with great success. As a result, Paychex Customer Service decided on RightAnswers and the Enterprise Knowledge Hub as the clear choice for implementing a successful knowledge program using the KCS methodology to help optimize its call center activities.

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