Knowledge Centered Support is a framework based on exactly what the name implies. It is focusing your customer support activities on the knowledge involved, not the actual support transaction. We helped companies implement KCS for 10 years, but now utilize an alternative to KCS that has been tremendously successful.
Your people have to see quick, positive results if you want them to stay enthused and actively participating. You have a window of opportunity to achieve this transition to a knowledge-centric organization from the traditional transaction-centric organization. What does that mean?