Training & certification in
KCS & knowledge management

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.

Official KCS Academy training

This on-site 2-4 days workshop is aligned to the organization’s key stakeholders. The workshop focus on the KCS practices, critical decision-making about how to customize the practices for organizational specific needs, overcome potential objections, and plan the implementation. The team will work together under our guidance to make decisions and recommendations for company-specific customizations including workflow, article quality index, article lifecycle, content standard, communications plan, program plan and estimated timeline. Sessions are very interactive.

Official KCS Academy training

This 2 days workshop is intended for 1st and 2nd line managers who are adopting the KCS practices or struggling with managing KCS in their organization. The workshop develops the perspective, concepts and skills needed to successfully lead, optimize and sustain a knowledge-centered organization. Focus areas includes how to use KCS measures and how to lead the necessary change management process. It provide the opportunity to deal with all common objections like: we don’t have time, we didn’t hire them to be writers, we can’t deal with one more initiative, our technology doesn’t work so you’re setting us up for failure, how is this going to affect my operational metrics, etc. This intensive workshop integrates more hands-on metrics work and will give managers a new perspective on their role and an how to achieve success.

Official KCS Academy training

The KCS v6 Certified Internal Trainer program is for large organizations who are adopting KCS across functions and geographies, and who want the benefits of having select employee(s) designated as KCS Certified Trainers.  KCS v6 Certified Internal Trainers are licensed to use the Consortium for Service Innovation’s workshop materials to deliver customized training for employees of their sponsor organization.

Understand how best practice techniques can help self-service become the preferred choice for both customers and service desk workers. And how a structured problem-solving process becomes the foundation for an up-to-date knowledgebase in both the short and long term. Learn how these techniques can affect customer satisfaction, employee fulfilment and self-service success, as well as organizational learning and improvement.

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.