Organisation: IHS Support Solutions
Category: Knowledge Management
Description: Course Description
Knowledge Management Foundations: KCS Principles is HDI's emerging set of best practices for knowledge management. Many support and service organizations spend thousands of dollars each year on technology rollouts and upgrades, with minimal satisfaction on the investment. HDI's new KCS course will teach you how to transform mere information into knowledge, action and excellence! Find out how to adopt a KCS strategy that will allow you to shift your support center from a call-centric model to a knowledge-oriented model, thus providing the highest level of service and support to your customers.
Who Should Attend
This course is designed for support center professionals, supervisors, managers, and directors responsible for managing their support centers' resources and improving service levels through the use of knowledge management strategies to improve efficiency and maximize customer satisfaction.
What You'll Learn
How to assess the value of knowledge-centered support
The difference between call-tracking and knowledge management systems
The concept behind the re-use of knowledge and the value of tracking the re-use
How to understand KCS principles and practices
How KCS fits in to the workflow and the structured problem solving process
How to examine the fundamentals of solution management
How to identify key roles and responsibilities
Organizational role
Employees’ role
Manager’s role
An appreciation for a new way to assess performance and contribution
Considerations for a successful adoption and implementation of the strategy
This course is an onsite course that IHS can deliver to your organization.
Price: NA
Contact: IHS Support Solutions
432 Park Avenue South, 4th floor
New York, NY 10016-8013
email:
website:
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