What is KCS and can it unlock the potential of self-service?
Knowledge Centered Service (KCS®) aims to improve an organisation’s intelligence by capturing its collective knowledge. Here’s an introduction to how KCS works and its intriguing potential.
Why your self-service portal fails – and how to fix it
The potential of a self-service portal to reduce support costs and improve IT customer satisfaction is well understood. However, relatively few organisations have mastered it and instead are seeing poor uptake of self-service. Here’s why.
