Gamification is the application of game design and game mechanics in a work or social setting to motivate individuals and teams to perform specific and often repetitive actions. A core principle of KCS is rewarding and recognizing effort, and it has proven to be a successful combination when used with gamification to achieve this, both […]
About Brandon Caudle
Veteran of the Service and Support industry, for over a decade was found resolving complex (escalated) technical issues requiring skilled handling of personnel as well as a robust knowledge of infrastructure, applications and systems.
Currently found assisting companies across many industries and geographical areas focus on improving customer service and reduce costs through implementation and optimization of Knowledge Centered Support and cloud solutions.
Anecdotally known for capitalizing the word ‘Customer’.
Entries by Brandon Caudle
In this third part of our Knowledge Centered Support (KCS) series, we look at knowledge as a collective experience, and how the combined expertise and experience of the organization are far greater than that of any one individual. It’s about creating involvement and spreading the risks, without leaving anyone feeling minimized.
Our work environment and its content are in constant change. For service desks and support teams it is a very time consuming job to keep the content up to date, if even possible at all. But if every use of an article provided an opportunity to edit and refresh the information in it, would that […]
Across industries and geographies, companies are asking the same questions: How do they scale and extend their support capabilities, with limited staff and budget resources? How do they continue to provide world class customer service to existing customers while being asked to do more? How can they keep up with the increasing demand on their […]
What are the differences between KCS (Knowledge Centered Support) and Knowledge Engineering, and how can the support organization benefit from leaving knowledge engineering mode? Read how an organization can make everyone a winner with focus on immediate action and relevant content.
Keeping information current is a challenge, and keeping knowledge social is reality. The future is here for knowledge solutions that capture knowledge when an incident occurs. More and more organizations have realized that KCS is the methology that leverages the power of knowledge within the support organization. Read what we think are the three core reasons why […]