VisionWillow KCS Training Courses

Growth Through Knowledge

KCS® Training Courses

Currently we offer three different KCS® training courses. 

KCS v6 Practices

Description

The 2-days KCS v6 Practices Certification Workshop is a virtual instructor led training designed to provide an in-depth understanding of the principles and practices of KCS. The workshop is highly interactive with practical exercises and real-world examples. The workshop prepares the candidate for the official KCS v6 Practices exam and certification.

Learning Objectives

  • Understand the key deliverables for a KCS adoption
  • Measure activity versus added value
  • Identify techniques for optimal KB quality without review queues
  • Define processes required for the creation of in-workflow (Solve Loop) content and high-value (Evolve Loop) content

Who should attend

This training and certification are intended for KCS Program management, representatives of support agents and managers, IT liaison for support tools (Incident management and knowledge management).

The practical:

Duration: 2 days virtual instructor-led training, plus exam

Language: Training course and exam materials are written in English. The instructor teaches in English.

Price: Quote

KCS Coach

Description

The 2-day Coach Development Workshop is a virtual instructor lead intensive, interactive program that develops a perspective on effective coaching and provides a model for sustained change and an opportunity to practice influence skills.
Coaches leave with greater knowledge and confidence in their ability to optimize performance, deal with objections, understand how motivation works and support growth and change.

Learning Objectives

  • Gained an appreciation for the value and goals of a successful Coach
  • Gained a deeper understanding of self and how to work effectively with others
  • Learn and practice coaching techniques and influence skills
  • Practiced the coaching process and learned how to utilize coaching tools
  • Learned about motivation, and the difference between rewards and recognition

Who should attend

This training is intended for support coaches, KCS coaches and Intelligent swarming coaches. As well as for Team Leaders and managers or anyone aspiring for a coaching role

The practical:

Duration: 2 days virtual instructor-led training

Language: Training course and materials are written in English. The instructor teaches in English.

Price: Quote

KCS Leadership

Description

The KCS Leadership Workshop is a 1-day virtual instructor lead interactive program that develops a perspective on effective leadership in a knowledge-centric organization and provides practical insights for sustained change.

One of the biggest learnings over the past 25 years of KCS adoptions in organizations world-wide:
“KCS Requires Leadership, Not Management.”

Learning Objectives

  • Employee engagement and motivation through alignment and influence, not command and control
  • Double loop processes replace linear processes
  • Value based measurement system balanced with the traditional activity and transaction measurements
  • Using measures for learning and growth instead of for judgment
  • How to have conversations with support agents about understanding, buy-in, and behaviors: not about numbers
  • Appreciation for the difference between leading vs managing.

Who should attend

This training is intended for  Support Managers, Team Leader and coordinators or anyone aspiring for a leadership role

The practical:

Duration: 1 day virtual instructor-led training

Language: Training course and materials are written in English. The instructor teaches in English.

Price: Quote