Supportsoft Glossary

Leveraging Knowledge to Improve Support Efficiency

Knowledge-Centred Service (KCS) is a powerful methodology that supports daily workflows by seamlessly maintaining and creating knowledge in support teams. Instead of treating the documentation as a separate task, KCS lets agents update and capture the knowledge while dealing with customer problems.

KCS implementation in IT and ITES services brings the benefit of the organisation's ability to provide more support by scaling up without making any compromises in quality. Each interaction with the customers feeds into a forming knowledge base, thereby leading to quicker and more uniform resolutions in the future. This method helps to decrease the need for reliance on specific individuals' expertise and, at the same time, encourages a collective comprehension among the different teams.

KCS benefits the agents as well. The agents then rely on the documentation, and they become very confident and accurate in providing the solutions. Eventually, this leads to a decrease in time for issue resolution and an increase in customer satisfaction.

From the viewpoint of a customer, KCS means improved self-service features. With the knowledge being more polished and vast, the customers will be able to resolve the issues on their own, thus leading to a decrease in wait time.

The cultural alignment that is necessary for KCS implementation is through training and governance. Regular quality checks, identifying content owners, and improvements all the time are some of the ways to ensure the knowledge remains trustworthy.

Knowledge-Centred Service, if used correctly, supports the operations to be not only learning systems but also systems which continuously improve in efficiency, uniformity, and customer experience.