Treat your KCS Implementation as a Program – Not a Project Why Treat KCS as a Program? The general definition delineating a project vs program is relatively simple: there’s no defined END to a program, whereas projects have explicitly defined end states. Similarly, in Knowledge-Centered Services (KCS), we don’t have an end to what we…
The Top Five Minimum Viable Pieces for a Successful KCS Implementation As a prior member of the Consortium for Service Innovation, I’ve had the opportunity to participate in some great discussions about what the core pieces of a successful KCS implementation really are. After reflecting on these discussions, I’ve come up with my own list…
The Art of Objection Handling In any field, handling objections is an important skill to possess. Whether it’s in knowledge management or another industry, understanding how to handle objections effectively can make the difference between success and failure. Like a painter who studies theory and practices brush strokes, handling objections also takes thoughtfulness and practice…
The One Thing You Must Do for a Successful KCS Implementation As a KCS (Knowledge-Centered Services) program manager, I’ve seen many first line managers focus solely on core support case driven metrics like time-to-resolution (or worse, simple case volume counts) for their teams, particularly when they are under pressure. While this is understandable, it can…
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