The Knowledge-Centered Support (KCS) methodology presents a set of practices for managing and creating knowledge in a customer service or support environment.
The aim of KCS is to ensure that you have the knowledge you need, when you need it, geared to the audience.
When organizations follow KCS guidelines, they:
To benefit from KCS, you need more than a vendor that merely aligns itself with KCS. You need knowledge management software that is KCS Verified V6, the highest level of KCS implementation.
Our commitment to KCS goes beyond ensuring that our product supports the latest KCS best practices.
We are a member of the Consortium for Service Innovation, and are participating in the committee working to define the evolving KCS guidelines. We are able to contribute from the experience we’ve gained by helping our more than 450 clients achieve long-term success with knowledge management and KCS.
RightAnswers software has KCS processes built in, and our workflows conform to KCS guidelines. Here are just a few examples:
As part of our Client Success program, we train our clients on KCS best practices so they get the greatest benefit from their knowledge.