Please join us on April 25 at HCA for an interactive Panel Discussion on the benefits of implementing a KCS strategy. Doors will open at 11:00am for a free networking lunch provided with the program starting at 11:30am and ending at 1:00pm.
The KCS benefits are profound. KCS done well dramatically increases a support organization’s value proposition to customers and to the company. It allows the support organization to resolve five to ten times more customer issues at the same or lower cost as well as identifying opportunities to improve the products based on the customer experience.
Knowledge-Centered Support (KCS) is a robust set of principles and practices for creating, maintaining and leveraging knowledge in an interactive environment. KCS is one important element of an organization’s overall knowledge management strategy. KCS seeks to capture and reuse the knowledge created through interactions. This “just-in-time” content should complement other knowledge management practices that address formal content and include document management processes.
We are very excited to have several of our member companies and leaders participating in this panel discussion.