Join us on Tuesday, April 8th at 5:30 PM to discuss the topic of "Delivering on the KCS promise and empowering people by tracking the evolution of Knowledge: Six simple metrics that fit the bill."
KCS (Knowledge-Centered Support) is a methodology for knowledge management in support organizations.
Few will argue with the positive effects the KCS methodology can have on an organization but when the time comes to measure whether adoption and impact are being realized, good analytics can be difficult to come by. InQuira's Tom Melzl will provide a brief introduction to KCS and apply specific aspects of the KCS operational model to metrics using real life business scenarios. Tom will also speak to tracking ROI and provide information on some companies that have delivered significant ROIs by following Knowledge Management best practices.
The Consortium for Service Innovation (www.serviceinnovation.org), a not-for-profit alliance of service and support organizations, developed the KCS Verified program to distinguish knowledge management vendors whose products meet the practical requirements outlined in the KCS Verified Criteria. Supported by the Help Desk Institute, KCS is an emerging best practice for knowledge management in service and support organizations. KCS was developed, refined, and verified over the past 10 years through the joint efforts of Consortium members.
Tom Melzl is currently a Regional Director with InQuira, a Knowledge Management software provider with customers like Apple, GE, 3M, Nationwide and many others. Previously Tom held customer advocacy roles at Ameritech and prior to InQuira was a Vice President at Standard Parking (Nasdaq:STAN), with responsibility for delivering an optimized customer experience for approximately 2,000 parking facilities containing over one million parking spaces in more than 320 cities across the United States and Canada.
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