Why not KCS (Knowledge-Centered Service)?

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 KCS is working across the support infrastructure.

knowledge across the globeOver the last few years, as we have worked with hundreds of companies across the globe, we have noticed that something very curious occurs from time to time. While Knowledge-Centered Service and Knowledge Management as a whole have gathered momentum and become a priority in most companies, there are still isolated pockets of nay-sayers on the fringe of the industry. Against all odds, they have decried Knowledge Management for the past five years, shouting into the wind that Knowledge is dead and that “it” doesn’t work. While this miniscule group of detractors struggle against ‘virtual gravity’, the question everyone else is asking is no longer, “why should we embrace KCS?” but instead, “Why not?”

With nearly a quarter of a century in proven ROI, the best practices and core principles of KCS are now accepted throughout the industry, with measurable gains and established processes. At first, the technology giants such as HP and McAfee led the way in defining and implementing KCS, and now in recent years, we have seen initiatives ranging from formal projects for large enterprises to fluid and innovative efforts in smaller businesses across the world. Truly, KCS is mainstream, and more importantly, is expanding to all areas of the business. So, in spite of the shrinking ‘doom and gloom’ group, here are three core reasons why we see KCS working across the board:

1 – there are no more simple environments

From the IT division to operations to sales to HR, the first day an employee starts at a new company, the amount of information, systems and processes they are required to learn and interact with on a daily basis is overwhelming. Company portals and intranets attempt to provide a one-stop shop, however, with the amount of change that occurs in any business, published information is only good for a short while, that is, until the next change. This complexity requires a massive amount of information, and that information must be delivered on demand to every employees’ fingertips. Keeping information current is a challenge, so companies have turned to coupling KCS with their internal portal to bridge the gap and crowdsource the answers so that the correct one is always available. This works because….

2 – people are social and companies have embraced it

Many questions asked from mobile phoneJust as a company must have an external facing social media presence, the ability for employees to interact, discuss (and resolve!) questions and issues around their daily work is crucial. Software solutions that allow social interaction and collaboration are now ubiquitous, which allows companies to embrace the hive mentality that provides answers quickly and efficiently, because many minds will have more answers than one. Whereas once social media was thought to be the domain of youth, the fastest growing segment online is, in fact, the boomers, which means that the entire breadth of the employee base is used to, and will use social media. The corner has been turned and knowledge is now social, with employees of all ages and backgrounds eager to learn, contribute and share in a knowledge centered environment. All of this is important, because…

3- technology is catching up

The demands of the knowledge community have been heard, and leading knowledge solutions are providing end-to-end processes and work flows that allow knowledge to truly be captured at the time of the issue. Search functions now deliver laser like results, and integration capabilities allow knowledge systems to bring together disparate systems, processes and teams across the organization.

The future is here, and we are excited to see so many companies moving forward with knowledge. As we have for the past decade plus, ComAround will continue to be there, every step of the way.

Thanks for reading this articale. If you want to read more about KCS, you can download this whitepaper Using KCS principles to improve Self Service.

Brandon Caudle, Customer Experience Visionary, CustomerServiceVoodoo

Related links:

KCS vs Knowledge Engineering

How to build a knowledge sharing organization

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