Paul Paterson
Trainer, Consultant & Membership Manager
HDAA – Help Desk Association Australia
Check out the incredible speaker line-up to see who will be joining Paul.
Download The Latest AgendaConference Day One: Tuesday, 30th April 2019
Tuesday, April 30th, 2019
11:00 AM CASE STUDY: Knowledge-Centred Service (KCS) – How This REALLY Benefits Organisationsn
KCS if implemented carefully and correctly could be THE single most effective way of empowering not only the Service Centre Analysts + 2nd & 3rd level teams but more so the customers themselves thus providing the potential for the best ROI project you have ever undertaken. Having been on the journey myself and assisting organisations in their implementations I would like to share the do’s and don’ts of how to get there. I will discuss:-
- How to approach KCS as a project. To make a success of this as a project what resources are required and what time frames are realistic.
- Are tools up to the job? We will look at some of the pitfalls in tool sets and how to avoid them. Being KCS “certified” may not mean they can cut it.
- Who should be trained and when? Just sending analysts to training is not enough. Ownership MUST be accepted at the top and all groups i.e. 3rd level, 2nd level etc. to be involved from the get go.