KCS Leadership Overview Workshop - Virtual - Monday to Tuesday, May 5 - 6 2025, 1:00 pm - 4:00 pm PDT (6 hours class time)
CATALYNK Limited | knowledge@catalynk.co | US +1 415 275 9105 | NZ +64 21 325 461
OBJECTIVES
The right KCS leadership training makes all the difference. This live, virtual Knowledge-Centered Service (KCS) Leadership Workshop is led by a Catalynk KCS v6 Certified Trainer in two 3-hour sessions. You'll gain a good understanding of the KCS principles and core concepts and the leadership capabilities needed for a successful KCS program.
This workshop is designed for managers and leaders who want a high level understanding of KCS v6 Practices and the leadership needed for culture change, communications, and measurement of KCS success.
WHAT YOU’LL LEARN
· What Knowledge-Centered Service (KCS) is, and what it can do for your teams, the organization and customers.
· Gain an appreciation for the KCS principles and practices
· Develop a clear understanding of the leadership requirements to successfully adopt KCS and optimize it through continuous improvement
· Gain the knowledge to enable you to identify the links between your organization’s goals and KCS
· Understand value-based metrics in evaluating and communicating KCS success
· Learn the key measures used to value knowledge work, and how to set appropriate goals
· Gain insights on how to develop an environment that motivates employees
· Develop an understanding of how to communicate about KCS to different stakeholders in the organization, and to create excitement about and buy-in for KCS.
WHO SHOULD ATTEND
Perfect for knowledge managers, contact center managers, service desk managers, sales, service, support and operations managers, team leads, and KCS Council members. This workshop is ideal for any leaders who want a high level understanding of KCS v6 Practices and the leadership needed for culture change, communications, and measurement of KCS success.
This workshop can be tailored for virtual or on-site sessions, and length can vary, up to 2 days. Contact us at knowledge@catalynk.co or (NZ) +64 21 325 461 or (US) +1 415 275 9105 for further details.
Workshops are led by Catalynk Limited KCS® Trainers, certified by the Consortium for Service Innovation to deliver this workshop.
Knowledge-Centered Service (KCS®) is a registered Trademark of the Consortium for Service Innovation™.
