Demystifying Knowledge-Centered Service

KCS is about creating knowledge as a by-product of resolving problems. And that knowledge is then used by customers and support teams across self-service communities, support consoles, websites, etc. But when it comes to implementing KCS, only a fraction of organizations have experienced success. Why?

To dig deeper, we invited Brian Corcoran, our Regional Sales Manager in the US and a KCS-certified practitioner. He has helped a variety of organizations increase their support capacity by driving KCS. Hear him provide succinct answers to questions like:

  • What does a standard KCS process look like?
  • What does a successful KCS implementation require?
  • How does the double loop process drive KCS?
  • How can cognitive search change the KCS landscape?

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