kcs academy world tour - london...kcs academy world tour - london june 7, 2019 london boston seattle...
TRANSCRIPT
KCS Academy�World Tour - London
June 7, 2019
London Boston Seattle San Francisco
Agenda
9:30 Welcome 10:30 Break 12:00 Lunch: Table Topics 14:45 Break 16:00 Networking and Cocktail Reception
In order to get dramatically different results, we
have to do something dramatically different Knowledge-Centered Service represents a new way to
think about knowledge
The benefits are profound
KCS is a methodology that focuses on knowledge as a key asset of the organization. • KCS seeks to:
§ Create articles as a by-product of resolving issues § Develop a KB of our collective experience to date § Evolve articles based on demand and usage § Recognize people’s ability to: learn, collaborate, share, and improve
The KCS Methodology
KCS is not something we do in addition to solving problems…
KCS becomes the way we solve problems
Thank You Sponsors
Network of passionate KCS practitioners and vendors
Only authorized certifying body for KCS
Subsidiary of the Consortium for Service Innovation
Certifications
6®
6®
6INTERNAL
6®
Certifications: Here today
6®
6®
7
15
4
KCS Academy Staff
Greg Oxton Strategic Advisor
Kelly Murray Chief Engagement
Officer
KCS Academy Staff
Arnfinn Austefjord Global Head of the
KCS Academy
Jennifer Moortgat Community Success
Manager
Jill DeGraff Operations Manager
Bloomfire Quip ProcedureFlow EdCase Confluence SABIO Twine Monday.com Showcase Workshop Intelligent Troubleshooting ComAround Knowledge NotoWare Inmagic Presto Helpjuice Eloquent WebSuite KBPubliser Zoho Connect Litmos LMS BoostHQ Inno360 Thought Industries
Shelf MyHub eXo Platform Opentute Knowledge Owl Desk.com Bitrix HappyFox Salesforce Community Cloud EduBrite Clinked Yonyx xWiki MangoApps Nuxeo Platform Igloo Software Inteum Enablement SupportHero ProProfs Knowledge Base Smart Support
Answer Hub ImeetCentral Answerbase Helpman Tallium Theum Way We Do Novo KB PHPKB Clickhelp Elevio HelpSite.io IRIR Business Architect Altair IBM ECM Obie.ai KPS RightAnswers Auros Elqano Centralpoint Connotate
Dr. Explain FuzeDigital ScreenSteps ServiceNow Acknow Guru HelpDocs Unity Unity AnswerDash LumoFlow RedQuarry RMS K2C AlwaySupport Correlate K-Map eStudio Intelligence2day Knowledgebase Manager Pro Lessons Learned Server Qiqqa Sugester
SupportPoint Coveo Firm Cover Inbenta IntelliEnterprise OneWindow Quosera Remedy SmartUp Moxie AnswertCart Aptean ArabDox Astute Berkeley Blunder BoxesOS Breezio Calls9 Civer Codio Comm100 CommonSense
Contabulo Deckard Digi-libris Dovetail Doysoft eGain eKMS Elium Enterprise Wiki EVA Netmodeler FAQ First KM FIT Haydle HelpConsole Heroic Hippo Wiz Indexedmind InstantKB IntelligenceBank Iroad Kaams Kaleo
Knosys Knowledge Mangement Knowledge Agent Knowlocker Kreeo Lean LearnLode Lexipol Lift Lighthouse Livepro ManlPulate Manzama OmniknowledgeFA PanKM PeerAware Phontex POCLink Problem Solver ProdFolio Querybot Queston and Answer
ROK’IT RulesMapper Sem.Note SICURA SlimWiki Talisma Teamemo Traction USU Vanguard WebFirst Wellspring XperiDesk XPERT Wix Asnwers ZenDesk
https://www.capterra.com/knowledge-management-software/
Knowledge Management Software
KCS v6 Verified Vendors
KCS Aligned Vendors
Customer Value
Open Incident
Issue
Self-Service and Forums
Automation
Chat
Value Erosion
Time
Cust
omer
Val
ue +
-
0
Expectations
Expectations
Customer Value
Open Incident
Self-Service and Forums
Automation
Chat
Minimize Erosion
Time
Cust
omer
Val
ue +
-
0
Issue
KCS The Great Enabler
Operational Efficiency
• improved time to resolution, improved first contact resolution
Self-Service Success
• making what you know available to the customer as soon as you know it
Business Improvements
• remove customer pain points by providing actionable data to business owners
KCS The Great Enabler
Higher Job Satisfaction
• Wider scope of work, reduction in redundant work
• Constant learning and growth
• Higher confidence, less stress
Measures of people success
• Recognition for value creation
• New skills emerge