A Quick Guide to Get Started with Knowledge-Centered Service Today

Knowledge-Centered Service becomes the way you solve problems.

In short, Knowledge-Centered Service (KCS) is a methodology and a set of practices and processes that focus on knowledge as the single most crucial element of the support organization. KCS is not a tool itself, but the use of a specific tool: the knowledge base.

In this guide, you’ll learn:

  • What are the benefits of Knowledge-Centered Service
  • How to empower your agents to work with KCS
  • How to implement the KCS process: a continuous loop of gathering, structuring, and recycling content
  • How to measure its effectiveness

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