Knowledge-Centered Service (KCS) is a set of knowledge management best practices designed around key principles and practices that focus on knowledge as the key asset of an organization.
KCS Practices are a thorough example of how to implement KCS, but not the only way to derive value from the methodology. Consider how to apply KCS Principles to gain value in operational efficiency, self-service success, and organizational improvement.
We all objectively know that knowledge hoarding is bad and knowledge sharing is good—unfortunately knowledge hoarding is still an all-too-common problem. Fortunately, KCS adoption fosters a culture where folks see the direct benefits of capturing and sharing what they know. More is more!
It starts with the opportunity for knowledge capture created by all the support cases coming in on a daily basis. Support agents can create solutions based on these cases; if even one agent or customer could use a solution to solve a problem in the future, then it is worth adding to the knowledge base.
Captured knowledge can make agents more efficient, thus improving customer experience.
Every customer interaction is an opportunity for Knowledge Workers to create solutions around high-demand, high-volume issues. Enable just-in-time instant publishing to reduce unnecessary proactive effort while making captured demand-driven knowledge available to the masses as quickly as possible.
With KCS, captured content is sufficient to solve a case and then improved iteratively during future interactions. Each reuse is a chance to review and improve the content. Content does not need to be 100% perfect or comprehensive the first time, as long as it is sufficient in the moment it is needed.
Knowledge Workers on any team, including Support Agents, Customer Success Managers, or Field Service Engineers, must be given agency to create content in the flow that can be reused by others.
Foster collective ownership so everyone in your organization feels equally responsible for the efficacy of all published knowledge and customer-facing assets. Empowered Knowledge Workers can then generate valuable data or improve the collective knowledge with every interaction.