KCS Benefits

KCS^TM(Knowledge Centered Service) allows the support organization to resolve five to ten times more customer issues at the same or lower cost as well as identifying opportunities to improve the products based on the customer experience.

The near-term benefits of KCS as experienced by the Consortium members who have adopted the methodology include:

• Improved resolution times by 25 - 50%
• Improved first call resolution and reduced escalations

Longer-term benefits include:

• Dramatic improvement in user success with self-help via the web
• Reduced training time for new employees
• Improved Support Analyst skills, job satisfaction and confidence
• Product improvements based on patterns and trends of the user experience

The degree to which the Support Analysts consistently capture, structure, reuse and improve knowledge as they resolve customer issues is directly related to the degree to which the organization will realize the benefits of KCS.  Maximizing and sustaining dramatic KCS benefits is fundamentally about people and their understanding, buy-in, beliefs and behaviors. The workflow model, content standard and technology are enablers.

We have found that people aren't likely to do things if they don't understand why they are doing them.  And therein lies the challenge.

Coaching and validation of understanding through certification are important elements in promoting understanding and changing behaviors.   To fully realize KCS success, the Solve Loop practices (capture, structure, reuse, improve) have to become a habit for Support Analysts, not something they occasionally do, or something only some of them do.
 

 

The Power of Certification

HDAA offer rigorous industry level certification programs for both Foundation and Principle levels .These HDI certification programs validate that individuals have an operational understanding of the KCS methodology. 

Take advantage of HDAA's certification programs and start reaping the benefits of KCS.  Analysts who truly understand the methodology and how it can benefit them create and leverage better content than those who don't.

 

Additional resources

ServiceNow KCS Case Study: Implementing KCS Delivered 52% Faster Time to Relief