Training & certification in
KCS & knowledge management
Training & certification in
ComAround provides training and certification in Knowledge-Centered Service (KCS®) and Knowledge Management. You will get the skills needed to launch, improve, or refresh your knowledge management processes. ComAround’s experts are certified KCS Trainers with extensive experience in self-service and knowledge management. For more than 20 years ComAround has helped thousands of professional service organizations to achieve knowledge management and self-service success.
Are you considering what kind of training you need? You are welcome to consult an expert, who will give recommendations based on your situation and needs.
ComAround is a KCS Academy training partner. The KCS Academy is the source for KCS® resources and the only authorized certifying body for KCS. The KCS Academy is a network of KCS practitioners and vendors who support the successful adoption of KCS and contribute to the continuous improvement of the KCS methodology across all knowledge-intensive industries.
Knowledge-Centered Service (KCS®) Training
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.
KCS v6 Fundamentals Online Training
Official KCS Academy training including v6 Fundamentals Certification Exam
This online training (including certification exam) is intended for individuals who are using the KCS Practices in support centers and service desks to resolve issues for customers and end users. This entry-level KCS certification is a great way to ensure a common understanding of the methodology across large or distributed groups of knowledge workers, and to help individuals demonstrate a basic understanding of the KCS concepts including the benefits of KCS and the creation, reuse, and improvement of knowledge articles.
Learning Objectives
- The Principles and Core Concepts of KCS
- KCS Benefits for your organization
- The process for creating a KCS article
- Process Integration – Integrating the KCS process into the workflow
- Performance Assessment – Measuring the knowledge worker’s KCS performance
Outcome:
- Basic understanding of the KCS methodology
- Recognize how to the capture, structure, and improve knowledge articles on demand
- Identify the importance of a knowledge-centered organization
Target Audience: This workshop is intended for Service Desk employees, external support agents or anyone interested in learning the basics of KCS.
Previous experience: No previous experience required.
Duration: 60-90 minutes online course, 60 minutes certification exam.
Price: Please see the KCS Academy’s website (link below).
Other: The course and the certification exam are owned and administered by the KCS Academy. It is purchased via their website, see link below. All material is in English.
KCS v6 Fundamentals Teacher-led Training
Official KCS Academy training including v6 Fundamentals Certification Exam
This teacher-led training, is intended for service and support centre individuals or teams who want to have an initial understanding of the KCS methodology. This entry-level KCS certification is a great way to ensure a common understanding of the methodology across large or distributed groups of knowledge workers, and to help individuals demonstrate a basic understanding of the KCS concepts.
Learning Objectives
- The Principles and Core Concepts of KCS
- KCS Benefits for your organization
- The process for creating a KCS article
- Process Integration – Integrating the KCS process into the workflow
- Performance Assessment – Measuring the knowledge worker’s KCS performance
Outcome:
- Basic understanding of the KCS methodology
- Recognize how to the capture, structure, and improve knowledge articles on demand
- Identify the importance of a knowledge-centered organization
Target Audience: This workshop is intended for Service Desk employees
Previous knowledge: No previous experience required.
Duration: 6 hours, including online certification exam
Price: Quote
Other: All materials are in English
KCS Practices v6 Workshop
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.
Learning Objectives
- An understanding of the key deliverables required to implement KCS
- Best practices for measuring knowledge activity, performance, and value
- Techniques for insuring knowledge base quality without review queues
- Processes for creating in-workflow and value-added content
- How to manage a KCS adoption, avoiding mistakes others have made
Outcome:
- Learn how to improve support center efficiency, consistency, and capacity
- Improve the customer’s success with self-service
- Identify potential business improvements based on the customer experience
- Understand how to dramatically reduce time to proficiency
- Recognize how to increase support analyst job satisfaction
Previous knowledge: No previous experience is required, but we recommend that participants take the KCS v6 Fundamentals course beforehand, and that participants read through the course material before attending the workshop
Duration: 2.5-day trainer-led workshop, plus an optional half-day certification exam
Price: Quote
Other: All materials are in English
“An excellent training course, which gives all the essentials of KCS and more in an interactive workshop”.
ComAround Knowledge™ Training
With ComAround Knowledge™ training, you will learn best practice methods to improve knowledge management and self-service workflow. You will learn how to work effectively when creating, structuring, sharing, and reusing knowledge, by utilizing the easy-to-use and advanced features of ComAround Knowledge™. You will also learn how establish the right goals and measurement in order to take knowledge management and self-service to the next level. To get most out of your training, we recommend taking this workshops in the order below.
ComAround Knowledge™ in practice – Getting started workshop
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.
Learning Objectives:
- Graphic customization of the portal, including page layout
- Basic features of the tool
- Create, organize, and maintain content
- Create content with structures that increase searchability
- Insight into what forms the basis for reporting & analytics
Outcome:
- To gain a basic knowledge of ComAround Knowledge™ in order to work effectively creating, structuring, sharing, and reusing content.
Target Audience: This workshop is for anyone who works daily with ComAround Knowledge™ and/or want to have a thorough understanding of the tool.
Previous knowledge: No previous experience required
Duration: 2-3 hours
No. of participants: Max 10
Price: 900 USD / 800 EUR per session
ComAround Knowledge™ in practice – Advanced workshop
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.
Learning Objectives:
- Review of the more advanced features of the service
- Review of how the service’s features affect the workflow and how to build the foundation for successful self-service
- Recommended steps for successful introduction and effective management of self-service
- Understand the Reporting & Analytics capabilites
- How to make successful marketing to users
Outcome:
- To gain knowledge of the tool’s more advanced features in order to create an efficient workflow.
Target Audience: This workshop is for anyone who works daily with ComAround Knowledge™ , and/or want to have a thorough understanding of the tool’s more advanced features
Previous knowledge: Basic understanding of ComAround Knowledge™
Duration: 2-3 hours
No. of participants: Max 8
Price: 1 000 USD / 930 EUR per session
Knowledge Management – Workflow Workshop
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.
Learning Objectives:
- Effective problem-solving processes
- Build a relevant knowledge base by asking customers the right questions
- Reuse content in the knowledge base to solve new and recurring issues
- Create effective knowledge articles and templates
- Create a plan for marketing to users
Outcome:
- To optimize the service desk’s workflow in order to increase the use of self-service and improve customer satisfaction.
Target Audience: Service desk managers, team leaders, knowledge managers, superusers, or similar roles that use ComAroundKnowledge™ as a tool.
Previous knowledge: Basic understanding in knowledge management and self-service
Duration: 3 hours
No. of participants: Max 8
Price: 1 000 USD basic fee plus 110 USD per participant or 930 EUR basic fee plus 100 EUR per participant
Knowledge Management – Measures & Goals Workshop
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.
Learning Objectives:
- Set the right goals
- Metrics that create an efficient organization
- The difference between activities and results
- Skills needed to succeed with Knowledge Management
- Continuous follow-up of the team
Outcome:
- Set measurable targets and establish methods for measuring the right things and achieving greater customer satisfaction
Target Audience: Service desk managers, team leaders, knowledge managers, superusers, or similar roles
Previous knowledge: Basic understanding in knowledge management and self-service
Duration: 3 hours
No. of participants: Max 8
Price: 1 350 USD basic fee plus 110 USD per participant or 1240 EUR basic fee plus 100 EUR per participant
“ComAround KCS training have provided me with a firm and solid foundation that I will use to set a standard for Knowledge Management in my company.”
Upcoming open workshops
TRAINING: KCS v6 Fundamentals with optional Certification
09:00 am - 05:00 pm
Svea konferens
Stockholm
This training (including certification exam) is intended for individuals who are using the KCS Practices in support centers and service desks to resolve issues for customers and end users, or anyone who wants to learn the basics of KCS. The certification is a great way to ensure a common understanding of the methodology across large or distributed groups of knowledge workers, and to help individuals demonstrate a basic understanding of the KCS concepts including the benefits of KCS and the creation, reuse, and improvement of knowledge articles.
TRAINING: KCS v6 Practices Workshop in Stockholm
09:00 am - 05:00 pm
Svea konferens
Stockholm
If you’re considering launching KCS or tuning up your KM processes, this intensive workshop will provide the needed insights and skills. This workshop and certification exam is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption.
TRAINING: KCS v6 Fundamentals with optional Certification
09:00 am - 05:00 pm
Svea konferens
Stockholm
This training (including certification exam) is intended for individuals who are using the KCS Practices in support centers and service desks to resolve issues for customers and end users, or anyone who wants to learn the basics of KCS. The certification is a great way to ensure a common understanding of the methodology across large or distributed groups of knowledge workers, and to help individuals demonstrate a basic understanding of the KCS concepts including the benefits of KCS and the creation, reuse, and improvement of knowledge articles.
Trainers
ComAround’s trainers have extensive experience in KCS and knowledge management.
Heléne Källgården
Training & Consulting | KCS Trainer
helene.kallgarden@comaround.com
Phone +46 766 43 11 22
LinkedIn
Brent Kellogg
Director, Sales and Business Development – North America
brent.kellogg@comaround.com
North America +1 208.936.1898
LinkedIn
Consult an expert
Fill in the form and an expert will contact you as soon as possible to discuss which training is the most suitable for you and your organization.
