Training & certification in
KCS & knowledge management

Knowledge-Centered Service (KCS) is a best practice methodology that provides a detailed description of how service organizations can work more effectively with knowledge to improve the service delivery, become more productive in the service organization, decrease costs and increase service levels to customers.

With KCS training, you will learn the KCS Principles and Core Concepts, as well as the techniques and organizational requirements for successful KCS implementation and adoption. ComAround is very involved in the development of the KCS methodology, and has world-class trainers performing training for professional service organizations worldwide.

Official KCS Academy training including v6 Practices Certification Exam

This 3 days workshop focuses on the eight practices of KCS and what it takes to support a successful KCS implementation and adoption. Industry examples and class exercises are used to develop these practices to make them more practical. KCS Content, structured problem-solving workflow, roles and responsibilities, performance assessment and measurements, and Leadership and Communication requirements are examples of the workshop agenda. After the workshop, you will have a clear understanding of what KCS is, how it works, knowing what the benefits are for your organization’s success and how to continue forward.

Comprehensive, hands-on training that goes through the basics of ComAround Knowledge™: the tool’s structure, navigation, menus, features, and how to optimize its use.

A comprehensive review of the tool’s more advanced features such as the statistics tool, multi-import of content, the video tool, and more. Participants use their own computer for individual exercises using their own material.

In this training session you will learn best practice techniques for making self-service the preferred choice of both customers and the service desk. We’ll also look at how structured problem-solving creates a relevant knowledge base in both the short and long term, together with the factors that affect customer satisfaction and the service desk’s approach to self-service. The session is designed for those who want to optimize their service desk’s workflow (first, second, and third line) and maximize the results of self-service.

It’s not enough to have the right tools and working methods – we also need to establish measurable goals and methods to measure the right things. Today’s technology allows us to gather large amounts of data, which is valuable only if we use it correctly. In this workshop we look at best practice for what to measure and how in order to improve customer satisfaction.