What does Knowledge Centered Service (KCS) focus on?

Knowledge Centered Service (KCS) fundamentally emphasizes the creation and management of a knowledge base to enhance service delivery. This approach encourages the documentation of knowledge as it is created, while also integrating it into the support processes. The goal is to ensure that knowledge is readily available and easily accessible, which in turn improves problem resolution times and the overall service experience.

KCS fosters a culture where knowledge sharing is prioritized, allowing support staff to benefit from collective insights and solutions. This systematic approach not only enhances the quality of service but also enables continuous improvement as new knowledge is added and refined over time. The emphasis is on leveraging existing knowledge to solve issues efficiently, therefore increasing the effectiveness and efficiency of the support center.