On-site Services
The Consortium offers services designed to support organizations with the early adoption of the operational models and standards increasing service delivery efficiency and improving the customers' support experience.
Executive Briefing:
Briefings are customized for executives and their staff to review the latest thinking and experience from the Consortium and assess the relevance to the company's strategy (2-4 hours on-site, $1,800).
Opportunity Assessment (KCS and Adaptive Organization):
Assessments provide a comparison of the current practices within the company and the Consortium's models for knowledge management, automated reporting (using the exchange standards) and customer engagement/interaction models. The assessment is conducted through on-site interviews and a review of performance metrics and available reports. The deliverable is to identify areas that currently align with the methodology as well as specific opportunities to improve operational efficiencies. (3 days on-site, $12,500).
Workshops
Strategy Workshop for Service and Support
A one-day interactive session that provides details on the work of the consortium. This workshop provides an opportunity to identify areas for strategic modifications which align to company directives. (1 day on-site, $2,500).
KCS Management Development Workshop:
A one-day interactive session that details the leadership requirements to implement KCS and optimize the benefits through continuous improvement. (1 day on-site $2,500).
KCS Foundations Workshop:
An interactive 2.5 day workshop designed to provide an in-depth training on the KCS methodology and best practices. This lively session demonstrates the KCS principles using role plays, team exercises and operational examples from successful KCS adoptions. The intended audience for this workshop is support center professionals, supervisors, managers and directors responsible for managing support center resources and improving efficiency levels through use of knowledge management. You may wish to host a group session at your site or attend a scheduled class. For the workshop agenda and overview go to Upcoming Events page. (2.5 days on-site, 8-20 attendees $12,500)
KCS Coach Development:
This 2.5 day workshop is for KCS Coaches who will be responsible for the development of the support agents in becoming KCS knowledge developers. This workshop highlights influence skills in a KCS environment. It defines a framework and practical techniques for supporting user development through effective coaching. The workshop is interactive and the participants develop and practice coaching skills. (2.5 days on-site, 6-10 attendees $10,000)
Other Programs
KCS Verified Program: The KCS Verified Program is an opportunity for knowledge tool vendors to demonstrate their support of the KCS methodology. It is open to all vendors who supply knowledge management functionality (CSI membership is not required).
The Verified process is comprised of six steps, concluding with a live demonstration in which the vendor executes a required set of scenarios. A listing of KCS Verified products is maintained on the Consortium website with links to the vendors web page. For detailed information on the KCS Verified Program, visit our website www.serviceinnovation.org/kcsverified
For a complete Statement of Work for any of the services and programs outlined above, Contact Melissa George at mgeorge@serviceinnovation.org
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