Basic Principles of KCS
KCS, or Knowledge-Centered Service, is a methodology that allows organizations to consistently capture information and maintain an up-to-date resource for customer-facing employees. When organizations create a knowledge base for their employees to reference, contact center teams can increase first-call resolution rates while also reducing the average call time (ACT). Teams will also see improvements to agent productivity and efficiency, and an increase to both employee and customer satisfaction.
The Basic Principles of KCS outlines what this methodology entails, how to implement a KCS strategy, and what you’ll need to be successful.