RightAnswers Training

Knowledge management can enable organizations to operate more efficiently while providing an exceptional experience for their customers and employees. The methodologies organizations follow are constantly evolving. To help our clients better navigate the evolution, we offer a variety of training options to meet those needs. We offer a series of workshops and certification programs to inform, teach and share best practices, knowledge management methodology and the latest trends. Each of our programs offers you insight into our many years of experience in implementing knowledge management across many organizations from large organizations to smaller niche companies so you are able to avoid the common traps many organizations often fall into. These programs will help your organization keep ahead of the curve and learn how others are using knowledge management to improve the service they deliver to their customers.

RightAnswers is certified to provide Knowledge-Centered Service/Support (KCS®) training and certification to clients and to other knowledge professionals. Our team of certified KCS trainers are seasoned industry professionals with many years of Knowledge Management and KCS experience and have successfully implemented the KCS practices in many organizations. The team will not only provide you with the knowledge required to implement KCS in your own organization, but will also provide real-life examples of success and failure.

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

KCS® Training

Knowledge-Centered Service (KCS) is the preeminent methodology for knowledge management best practices, and our team of licensed KCS trainers delivers the highest level of KCS certification. Our team of certified KCS trainers are seasoned industry professionals with many years of Knowledge Management and KCS experience and have successfully implemented the KCS practices in many organizations. The team will not only provide you with the knowledge required to implement KCS in your own organization but will also provide real-life examples of success and cautionary tales of failure.

RightAnswers has been uniquely certified by the KCS Academy to deliver Knowledge-Centered Service workshops and certifications. RightAnswers guides you on your KCS journey, from explaining the basics of what exactly is KCS and pre-implementation considerations to exploring what commitments KCS requires. From introducing KCS to your agents, providing your KCS Coaches the skills required for success to enabling your leadership to effectively support and enable the success of KCS, we have KCS training to cover your every need.

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

KCS Practices V6 Workshop & Certification

Earn the highest level of KCS Certification with the new Practices V6 Certification in this 3-day workshop.

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KCS Coach Development Workshop

This 2-day workshop provides coaches with the skills needed to encourage, inspire and support change.

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KCS Practices V6 Overview Workshop

This 1-day workshop explains what’s involved in KCS and what type of commitment it requires.

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KCS Leadership V6 Overview Workshop

This 1-day workshop delves into KCS concepts and develops the skills needed to successfully lead a knowledge-centered organization.

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Intelligent Swarming Insights Workshop

This 1-day workshop explores ways to get the right people working on the right things.

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KCS for Agents (Knowledge Workers) Overview

This 90-minute training explains what KCS is and what it means for those who are going to be actively participating in the Solve Loop.

RightAnswers Enterprise Knowledge Hub Training

RightAnswers provides ongoing training through our monthly webinar series where we cover the full training on the RightAnswers platform, including Best Practices and Knowledge Management methodology.  Typically lasting from one to two-and-a-half hours, these webcasts help you keep ahead of the curve and learn how others are using knowledge management software to improve the service they deliver to their customers. To learn about our monthly webcast schedule, contact us.

Note: The sessions described in this section are part of our Customer Success Program and are only available to RightAnswers clients. If you have any questions, please email us.

Solution Manager Authoring Tool

A comprehensive look into the RightAnswers authoring and content management tool. The main objective is to provide authors with a basic understanding of workflow, content organization, templates and content authoring tools available in the system. This session also covers some of the more advanced workflow, management and administrative tools available in Solution Manager.

Who should attend: Knowledge Managers, Solution Authors, Trainers

Portal Administration

Introduction to the administration of the portals including creating FAQ’s, Announcements and Links in the portals as well as managing portal groups and system settings.

Who should attend: Knowledge Managers, person(s) responsible for layout and/or content in the portal

 

Portal Functionality – Train the Trainer

Introduction to the RightAnswers functionality available in the Support Analyst and Self-Service portals.

Who should attend: Trainers, Managers

Best Practices for Adoption

Provides guidance for marketing your self-service and support agent portals and adoption of the RightAnswers tool into your business through business process.

Who should attend: Project Team lead, Marketing Team, Knowledge Managers, Service Desk Managers, and Trainers

Reports Overview

Presentation of Solution Manager Reports for authoring and content management as well as Portal reports for end user activity.

Who should attend: Knowledge Managers, Service Desk Managers, Directors, Project Sponsors

RightAnswers Certifications

At RightAnswers, we want to ensure that our clients maximize their knowledge investments. In order to help you achieve this, we have developed a certification curriculum designed to arm your staff with the knowledge they need to be most productive in their position while using the RightAnswers solution.

Knowledge Management Certification

The program focuses on KCS principles and knowledge best practices, and how they are applied within the RightAnswers platform. In addition, attendees will become certified in the use of the RightAnswers knowledge management systems tools.

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Agent Certification

At RightAnswers, we want to ensure that your support staff has a complete understanding of the knowledge process as it applies to their role in your organization. The program focuses on the support staff experience while applying KCS principles and knowledge best practices to the RightAnswers platform. In addition, your support staff will receive the RightAnswers Agent certification upon completion of this program.

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Center of Excellence Certification

This program is designed for RightAnswers partners who wish to onboard clients onto RightAnswers and is customized specific to your methodology, requirements, use cases and your specific configuration of the RightAnswers tools.  Attendees will receive the RightAnswers Center of Excellence certification upon completion of this program.

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We had a really good time while learning a lot in a short time-frame. The speed was good, adjusted when needed and also appropriate for non-native English speakers (myself included).”

– KCS Practices Workshop Attendee

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