Session 404: Why KCS? A Western Kentucky University Success Story


Thursday, April 12 at 10:15 AM

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Knowledge-Centered Service (KCS)—probably rings a bell, but what is it really, and how can it truly benefit your organization? In 2014, Western Kentucky University implemented KCS, starting within the service desk, and then embarked on a journey to achieve the KCS "holy grails": capture knowledge, reduce training times, and improve the customer experience. Two years later, almost half the service desk accepted promotions, and 23 years of experience was "lost." Or was it? Join us for a fun and engaging discussion on lessons learned, successes, and pitfalls—and leave with ways to navigate your own organization through KCS.

Kaliegh Averdick

Knowledge Coordinator

Kaliegh is knowledge coordinator for Western Kentucky University's IT division, responsible for their entire knowledge management strategy. This includes coordinating quality knowledge sharing, promoting and guiding knowledge creation, developing and maintaining the knowledge base, and maintaining a knowledge training program. Kaliegh holds HDI certifications in Support Center Analyst, Technical Support Professional, KCS Fundamentals, and KCS Principles. You will be hard-pressed to find anyone more passionate about KCS!