kcs

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New England College Gets an Advanced Degree in Networking

After years of troubleshooting and creating workarounds for the college's network, Keene State College KSC decided to replace its aging networking infrastructure. The older equipment was unreliable and difficult to support, and in some scenarios, it simply wouldn't stay up and running. KSC wanted to deploy high-end, proven networking technology...

Tags: Foundry Networks Inc., Network, KCS, Networking

Case studies 2006-12-01

Legato Support Services Knowledge-Centered Support at Work

Legato is a leading provider of information management software. Technical complexity combined with this enterprise-critical aspect of Legato's products puts a tremendous burden on the support organization. Legato embraced Knowledge-Centered SupportSM KCS, a set of practices developed by the Consortium for Service Innovation, to make support centers more effective at...

Tags: Legato, Knowledge, Support Services, KCS, Strategy, Management

Case studies

Additional Resources

Knowledge-Centered Support (KCS): Fundamentally Improving How Companies Resolve Complex Customer Problems

To support organizations wanting to implement Knowledge-Centered Support KCS best practices, the Consortium for Service Innovation offers the KCS Verified program. This unbiased certification process validates the functionality of knowledge management applications, as aligned with the comprehensive list of KCS requirements developed by the Consortium. InQuira's is a KCS-Verified solution...

Tags: InQuira, Knowledge, Knowledge Management, Strategy, Business Intelligence, Enterprise Software, Software, Management, Data Management

White papers 2006-06-01

Put Away the Notebook: Cutting Edge Knowledge Management in the Twenty-First Century

In just the past decade, knowledge management software has grown in sophistication, utility, and power, and is slowly reshaping how the entire support world captures, reuses and delivers solutions to customers. Knowledge management is fast becoming a professional field in its own right, and the development of Knowledge-Centered Support KCS...

Tags: Notebook, Knowledge, Knowledge Management, Business Intelligence, Strategy, Enterprise Software, Software, Data Management, Management

White papers 2005-11-01

Knowledge-Centered Support: A Best Practice Methodology That Improves Operational Efficiency & Customer Satisfaction

This web seminar, sponsored by Primus - a pioneer developer of software solutions that support KCS - will examine the need for knowledge-centered strategy as well as the organizing principles of KCS and its benefits. In addition, CompuCom Systems, Inc., a Primus customer, will share how the company has demonstrated...

Tags: Web, Primus Co., Knowledge, Primus Knowledge Solutions, Customer Satisfaction, Best Practice, Channel Management, Strategy, Marketing, Management

Webcasts

Industry Best Practices: Knowledge-Centered Support

While CRM and help desk applications automate key processes around case management, the problem resolution process still consumes over 80% of ongoing support costs. Cost savings reside in the ability to resolve issues efficiently and reduce escalations. Knowledge-Centered Support KCS is a set of practices that empowers agents and drives...

Tags: Knova Software Inc., Knowledge, Industry, Help Desk, Call Centers, Strategy, It Operations, Management

Webcasts