Question about knowledge centered service (KCS) #call-center

Eli Miron

Hi All,

"Knowledge-Centered Service is about providing real-time customer support and maintaining documentation as part of the process.

It’s a methodology and set of practices that treat knowledge as the single most important asset of the support team."


Many manufacturing firms use sophisticated, very expensive machines and operational interruptions are of serious consequences.  I am looking for articles or case studies on implementing the KCS methodology for internal purposes such as maintenance.



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