RightAnswers Free Internal Support WebcastHow Air Products Transformed Their Support Organization With Knowledge-Centered Support (KCS)Date: Tuesday, September 27, 2011 Presenters:Amanda Strob Simon Yelsky Knowledge-Centered Support (KCS) is a business methodology that was developed and tested by members of the Consortium for Service Innovation™ (CSI). The objective of KCS is to create an environment where resources solve a problem once and use the solution repeatedly. Organizations have shown that adoption of KCS allows them to shift their support center from a call-centric model to a knowledge-oriented model, it in turn allows them to provide the highest level of service and support to their customers. Join us for a free, one-hour webinar that explores Air Products’ need for a knowledge-centered strategy, the organizing principles of KCS, and the benefits that it delivers. Guest speaker Amanda Strobl, KCS Process Manager for Air Products will discuss how her organization selected and deployed its self-service platform and share the results they have experienced. In addition, Ms. Strobl will also provide insight on how the adoption of the KCS methodology has improved operational efficiency, customer satisfaction and overall employee morale at Air Products. Simon Yelsky, Vice President of Product Management and Client Success at RightAnswers, Inc. will provide a functional overview of the RightAnswers Unified Knowledge Platform and provide specific examples of how it has been deployed within several different industries. Mr. Yelsky will also discuss how RightAnswers has embedded the KCS methodology into the product and how Air Products, a RightAnswers client has made it all work. |
