Exploring Knowledge-Centered Service and How to Improve Customer Support

A transformative webinar where we delve into the world of Knowledge-Centered Service (KCS), adoption, and the impact of content governance and editorial efficiency.

Whether you’re exploring adoption, facing challenges, or have already embraced KCS and seek ways to enhance your approach, this webinar is designed to empower you. Key Topics will include:

• Foster a knowledge-sharing culture and build strong coaches to drive successful adoption and implementation of KCS.
• Gaining editorial efficiency and enhancing productivity.
• Implementing content governance tools and strategies to maintain a healthy AQI (article quality index).

What is knowledge-centered service?

Knowledge-Centered Service (KCS) is a customer support and IT service management approach that prioritizes capturing, structuring, and reusing knowledge to improve efficiency and customer experience.

Instead of reinventing the wheel every time an issue arises, KCS encourages organizations to document solutions as they are discovered and continuously refine them based on real-world usage. This creates a dynamic, self-improving knowledge base where employees and customers alike can quickly find answers. The result? Faster resolutions, reduced operational costs, and a smarter, more empowered support team.

By shifting from a reactive support model to a proactive, knowledge-driven strategy, KCS helps businesses scale their customer service efforts without sacrificing quality.

What are key KCS principles to know?

At its core, Knowledge-Centered Service (KCS) is built on a few key principles that drive its effectiveness.

• To “create knowledge as a byproduct of solving problems — instead of treating knowledge documentation as an extra task.
• That “resuse is better than reinvention” — KCS encourages teams to search the knowledge base before creating new content, promoting efficiency and consistency.
• To “improve knowledge continuously” — articles aren’t static; they evolve based on usage and feedback, ensuring they stay relevant.
• That “everyone is responsible for knowledge” — rather than relying on a dedicated documentation team, KCS empowers all employees to contribute, making knowledge management a shared responsibility.

Join us to tap into the wisdom of experienced professionals and acquire valuable insights to conquer obstacles throughout your KCS journey.