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March 21, 2014 - HDI Charlotte - KCS

HDI Charlotte

Friday, March 21, 2014 from 11:30 AM to 1:30 PM (EDT)

March 21, 2014 - HDI Charlotte - KCS

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HDI Charlotte - March 2014 - Chapter Meeting Ended Free  

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Event Details

Topic:              KCS: Knowledge-Centered Support
:               Friday, March 21, 2014
:               11:30 AM – 1:30 PM
:      Johnson & Wales University, Academic Center
(Directions and information on FREE Parking is below)

Our next HDI Charlotte meeting will be on Thursday, March 21, 2014 over lunch from 11:30 AM – 1:30 PM featuring HDI's Executive Director of Certification & Training, Rick Joslin.  We encourage all helpdesk, technical support, vendor, and customer service professionals to attend.
Topic:  KCS: Knowledge-Centered Support
Knowledge management is an absolute requirement to improve efficiencies and enable an organization to expand its services or deliver different types of services. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing the assets of an organization. Through this workshop, you’ll gain a practical understanding of how to properly integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency. We’ll discuss the challenges of implementing knowledge management, and how you can successfully get others to support this initiative.

Key Takeaways
In this session you will…
• Learn how to capture knowledge in the context of the customer
• Understand that knowledge must be useable, findable, and structured consistently
• Discover the dynamic nature of knowledge, and its life-cycle
• Understand that perfection is neither required nor desirable

You will leave this session with a foundational understanding of best practice methodologies in knowledge management which will allow you to move forward – or improve – a knowledge management program in your organization
Speaker Bio:
Rick JoslinRick Joslin is the Executive Director of Certification & Training for HDI.  He is responsible for the development and delivery of HDI’s training and certification offerings.  He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook.  Rick is a regular speaker at industry events.



Johnson & Wales University, Academic Center
Directions & Parking:

801 West Trade Street, Charlotte, NC 28202
Free parking is provided at JWU “Lot B” (gravel lot located adjacent to Mt. Moriah Baptist Church) at 709 West Trade St. Please follow the blue and white “Johnson & Wales University/HDI Charlotte” signs to the main entrance of the Academic Center.  There will be signs directing you to the appropriate floor and room number:

General directions and a campus map are also available at:

Have questions about March 21, 2014 - HDI Charlotte - KCS? Contact HDI Charlotte

When & Where

Johnson & Wales University
Academic Center
801 West Trade Street
Charlotte, NC 28202

Friday, March 21, 2014 from 11:30 AM to 1:30 PM (EDT)

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March 21, 2014 - HDI Charlotte - KCS
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