Internal - Knowledge Centered Service (KCS)
Knowledge-centered support is a methodology that focuses on knowledge as a key asset of the organization. KCS is not something to do in addition to solving issues, KCS becomes the way in which you resolve issues. KCS does not replace the knowledge and experience of your support agents—rather, it complements them. Organizations that have implemented KCS report dramatic improvements in operating costs, incident/request resolution, customer satisfaction, job satisfaction, and significant reduction in training times.