This eye-opening seminar unlocks the secrets of harnessing service level and quality. Taught by Brad Cleveland, a prominent author and consultant, this lively course is a must for directors, managers, analysts and those in support positions. In step-by-step format, you’ll learn fundamental dynamics behind service level - occupancy, service level - trunkload and staff requirements and what it takes to put it all together to create a quality experience for the customers. Whether you are a new manager or a veteran in search of a dependable refresher, this session provides the knowledge and confidence you need to excel in today’s demanding moment-by- moment customer contact environment.

Explore the following principles:
• Knowledge must be captured in the customer   context.
• Knowledge must be structured to promote   consistency, findability, and usability.
• Knowledge is dynamic.
• Knowledge has a life-cycle.
• Perfection is neither required nor desirable.

Gain a practical understanding of how to properly integrate the capture, structure, and reuse of knowledge into the incident management process so as to improve service effectiveness and efficiency. Discuss the challenges of implementing knowledge management and how you can successfully get others to support this initiative. Discover how to manage knowledge as the product of the support center.

Key Takeaways:
• The KCS Model
• Sample knowledge templates
• Exercises to promote dynamic knowledge