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Service management has long been an important discipline in the area of business operations. The goal of service management is to ensure that the needs of customers are met through the delivery of quality services. In order to achieve this, service organizations need to understand and manage how they create and deliver value to their customers.
This is where knowledge-centered service (KCS) comes in. KCS is a process that helps organizations capture and reuse knowledge so that services can be improved and automated. As such, it offers a number of benefits for improving service quality and organizational efficiency.
One of the primary benefits of using KCS is that it can help reduce or eliminate the need for knowledge workers to repeatedly answer the same questions. By capturing knowledge in a reusable format, KCS enables it to be accessed and used by other employees as needed. This not only helps improve service quality but also helps to improve organizational efficiency by freeing up employees' time to work on other tasks.
KCS can also help improve communication and collaboration within an organization. By providing a common repository for knowledge, KCS makes it easier for employees to share information and work together to resolve issues. This can help improve problem-solving and decision-making and can lead to more efficient operations overall.
Finally, KCS can help organizations better understand how their services are being used. By tracking how knowledge is being accessed and used, KCS can provide insight into areas where improvements may be needed.
In this article, we will explore in great detail what knowledge-centered service is, what are the core challenges and benefits of adopting KCS and how your organization can move towards adopting it.
The knowledge-centered service (KCS) model is a knowledge management system that focuses on the creation, capture, and sharing of knowledge within an organization. It’s based on the idea that if you can create a system where people can easily find the knowledge they need, they will be more productive and the company will be more successful.
Knowledge-Centered Service (KCS) is a methodology for improving the knowledge management process within an organization. KCS was developed in response to the challenges of Knowledge Management (KM). KM has traditionally been seen as a technical challenge, but KCS recognizes that the real challenge is getting people to share their knowledge.
KCS is a methodology that focuses on creating and using knowledge to solve customer problems. It involves creating a knowledge base, or repository of information, that employees can access to help resolve customer issues. Using KCS can help businesses reduce the amount of time it takes to resolve customer inquiries and improve customer satisfaction.
This can help organizations optimize their services and make sure they are meeting the needs of their customers.
Specifically, the benefits of the knowledge-centered service (KCS) are:
Many companies today struggle to keep up with the creation and upkeep of their product and service documentation. Product expertise is often scattered across the organization and it can be difficult to keep track of who knows what and where the latest information resides. KCS process put knowledge capture and improvement right into the hands of the people who have to resolve customer issues on a day-to-day basis. As a result, the entire company can reap the benefits of having accurate, up-to-date documentation.
Benefits of using KCS for product documentation:
The rise of the digital age and its ever-growing demand for knowledge has placed new pressures on businesses to find ways to quickly and efficiently create, store, and share knowledge. The answer to this challenge is often found in the form of knowledge-centered service (KCS), which provides a collaborative and streamlined way for businesses to capture and share knowledge.
Many customers find self-service channels like knowledge bases more convenient than other service channels. Simply put, self-service is what customers want.
An approach like KCS that builds good, up-to-date documentation into your service practice can make self-service much more effective. Specifically, it helps your company to:
Providing quality customer service is essential for any business. However, providing quality customer service that is also efficient can be a challenge. KCS is designed to address that challenge by enabling:
Most customer service teams understand the benefits of knowledge-centered service. When it works well, it can save time, increase profits, and make teams happier. However, there are some challenges to implementing a knowledge-centered service (KCS) model.
One of the most difficult aspects is getting all employees to buy into the new process. It can be hard to change the way people have always done things, and even harder to get them to think differently about how they work.
Another challenge is making sure that all knowledge is captured and shared. This can be difficult when employees are working on different parts of the product or service and don’t have visibility into what everyone else is doing.
Finally, creating well-thought-out high-quality content can be a time-consuming process, but it’s essential for providing accurate information to customers.
KCS process consists of a double loop for maintaining, sharing, and improving knowledge in the organization. These loops are known as the Solve Loop and the Evolve Loop.
Step 1: Capture knowledge. As the support team resolves customer requests, they also create new articles for the knowledge base. These articles are written with the customer in mind, so the content is relevant and easy to find.
Step 2: Structure knowledge. The customer service agents use a template for writing their knowledge base article. This makes it easier to author content and keeps knowledge consistent for customers.
Step 3: Reuse knowledge. Customer service agents first search for existing knowledge while resolving customer issues before creating new content and improving the existing knowledge base by linking together related articles. This allows agents who might not be aware of the relationship between two topics to benefit from the collective knowledge.
Step 4: Improve knowledge. Customer service agents who use the knowledge base regularly review its content to ensure that it is up-to-date and accurate. Out-of-date content gets flagged and improved. This helps to ensure that the information contained in the knowledge base is accurate and relevant.
The Evolve Loop works behind the scenes to continually improve KCS. It also has four parts:
Content health. Content health is a vital part of any content strategy. By monitoring the performance of your articles, you can ensure that you’re producing content that is valuable, effective, and engaging to your customers.
Process integration. Stive for reducing friction by integrating requests for assistance with the problem solving and knowledge creation and maintenance processes
Performance assessment. Analytics can provide valuable insight into the success of the articles. You can use this information to determine which articles are the most popular with readers and what content gaps might exist.
Leadership and communication. Provide knowledge authors targeted feedback and reviews for their articles and help your subject matter experts build on their writing and communication skills.
In order to provide a knowledge-centered service that can offer a faster resolution of customer inquiries, there are five key steps that need to be taken:
Knowledge-centered service is a process that continually improves and provides more value to the company and the customers. By implementing a knowledge-centered service, teams are able to resolve issues quickly, provide consistent answers, and enable self-service. If you're curious about how knowledge management can support other service management practices, you can learn more here or contact us.
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