Follow Up to Paul Jay's Knowledge Centered Support (KCS) - Key to Great Service

A short while back I posted about the webinar hosted by the ICMI & Paul Jay on Knowledge Centered Support and it's role in delivering the best possible customer experience.  Whether you had a chance to participate in the live webinar or have watched the saved recording, you probably noticed that there were a TREMENDOUS number of really great questions posed by the participants.

Fortunately for all of us, Paul is a fantastic contributor to the KCS community and has taken time out of his busy schedule to respond to many of the questions that couldn't be covered during the initial webinar.

You can see the responses to the top 21 questions posed during the webinar over at the ICMI blog:

Free Webinar: Knowledge Centered Support (KCS) as the Key to Great Service

From The Consortium for Service Innovation

Paul Jay, Founder & President, The Center for Client Retention, ICMI is teaming up with Nav Chakravarti, Vice President, Oracle Knowledge Product Management and Monique Cadena, Knowledge Centered Support (KCS) Manager, Avaya to host a free Webinar on April 25, 2013 at 10:00 AM Pacific Daylight Time.

Join me and Paul as he introduces the keys to a successful Knowledge initiative. We'll walk through important concepts from the first video, Knowledge Centered Support (KCS): Knowledge Management Framework, including tips to keep agents engaged and committed to continual knowledgebase improvements and updates. You will hear real-life best practices from Paul’s videos, and he will also demonstrate why the entire organization, the team, and the agent scorecards should all include Knowledge metrics.

FREE APQC Webinar: Protecting Your Knowledge and Expertise

Although I am a strong advocate of the Consortium for Service Innovation's Knowledge Centered Support (KCS) Methodology for Knowledge Management, especially in Service Organizations within larger Enterprises, there are a few other organizations that have contributed greatly to the study and practice of Knowledge Management.

One organization I'm a member of is the APQC (from their website):

"APQC (American Productivity & Quality Center) is a member-based nonprofit and one of the world’s leading proponents of business benchmarking, best practices, and knowledge management research...

KCS Consortium Presentation: Success & Challenges with Dell's Global Knowledge Centered Support (KCS) Programs

KCS - Lessons Learned from Application Support

This is a presentation delivered to the Consortium for Service Innovation during a workshop held in September of 2007 in Dallas, TX with ATG (now Oracle). It highlighted the early successes and challenges encountered by the early adopters in Application Support & Services while implementing Knowledge Centered Support (KCS) and the lessons learned and shared as adoption of KCS grew throughout Dell.

Check out "Knowledge Centred Support (KCS) & ITIL integration - 8 year case studty - Amazing Empirical Results

The Vimeo is amazingly detailed and although it clocks in at 21 minutes, I feel like pretty much every organization can draw at least one lesson from their empirical results to help you in your KCS & ITIL / ITSM integration efforts.

Knowledge Centred Support (KCS) & ITIL integration - 8 year case study - Amazing Results from Paul Jay on Vimeo.