teamwork

From “Heroes” To “Zeroes” With Knowledge-Centered Support

isaaclewis1 Blog

Since 1992, Knowledge-Centered Support (KCS) has gained momentum as a best-practice to increase the efficiency and effectiveness of customer service. No doubt its growth comes from the report of 60% decreases in resolution time, 50% increases in first contact resolution, and other astounding results claimed by KCS-driven organizations. Many good articles and presentations discuss these outcomes, so I will not …