What is KCS?
Knowledge-Centered Service (KCS) is a method for knowledge management and support that focuses on building and sharing knowledge in real time within support teams. By making knowledge an integrated part of the support process, companies can improve efficiency, reduce costs, and provide a better customer experience.
Instead of relying on traditional knowledge bases, which often become outdated and difficult to maintain, KCS emphasizes creating a knowledge base that grows organically over time. This is achieved as support technicians and experts share their knowledge in real time while solving problems and answering customer questions.
An important aspect of KCS is that it promotes a “search as you work” approach rather than expecting support technicians to have all the answers. If a technician does not immediately know the answer to a question, they are encouraged to search the knowledge base, and if they don’t find it, create a new article based on the new knowledge. This enables the organization to build a comprehensive and dynamic knowledge base over time, while continuously learning from customers and improving the support process.
The Three Core Principles of KCS
1 – Integrate knowledge into the workflow: Instead of separating knowledge from daily work, support technicians continuously create and update articles based on their experiences. This knowledge becomes available to both technicians and customers in real time.
2 – Use knowledge as a process indicator: By measuring and evaluating how knowledge is used, organizations can identify gaps and improve the quality and relevance of their knowledge base.
3 – Develop a learning cycle: By integrating knowledge management into the workflow, the organization continuously learns and improves. Experiences and insights from customer interactions are used to update and refine the existing knowledge base.
What Are the Benefits of KCS?
Improved efficiency: With a dynamic knowledge base available to technicians and customers in real time, questions are answered faster and more effectively. This shortens response times and frees up resources within the support team. Better customer experience: By giving customers access to a comprehensive knowledge base, they can find answers to their questions and resolve issues on their own.
Culture of collaboration: KCS fosters a culture of knowledge sharing and collaboration within support teams. Encouraging technicians to share their expertise makes the knowledge base richer and improves support quality. Continuous improvement: By embedding knowledge management into workflows, technicians are more likely to update and improve articles when encountering new situations. This leads to a constantly growing and improving knowledge base.
In Summary. Knowledge-Centered Service is a method for knowledge management and support that emphasizes building and sharing knowledge in real time. By integrating knowledge into workflows and fostering a culture of sharing, organizations can increase efficiency, reduce costs, and improve customer experience. KCS is a strategy that helps businesses leverage collective knowledge and improve support in today’s fast-paced, knowledge-driven environment.
VisionFlow works with KCS, if you want to learn more about our system you can learn more in our Knowledgebase here