Скачать или смотреть KCS - Knowledge: The Pursuit of Happiness - Knowledge Centered Support

Knowledge Centered Support (KCS) is a knowledge management methodology designed to capture structure and reuse support based knowledge as part of the daily support workflow.

The key reason to capture knowledge is reuse it, our motivation for leveraging off the organisations experience is to resolve support queries quicker and increase the customers experience.
We know that happy customers and happy support analysts are related. Knowledge Centered Support (KCS) knowledge management methodology delivers both.

For an introduction to the KCS see the below links:
Chapter 1 Part 1    • Knowledge Centered Support KCS Knowledge M...  
Chapter 1 Part 2    • Knowledge Centered Support KCS Knowledge M...  
Chapter 1 Part 3    • Knowledge Centered Support KCS Knowledge M...  

To see real-life results, refer to our 8 year case study here:
   • ITSMF - KCS Knowledge Management Framework...