Behind the Knowledge-Centered Service Curtain with Lana Kosnik

What happens when you wire an organization to value knowledge, specifically, as a key asset. What happens to processes and systems when they are focused on creating, capturing, sharing, and reusing institutional knowledge in the work of the contact center? If you can get those things right, you might just be leading a Knowledge Centered Call Center.

Lana Kosnik is the KCS Knowledge Management Practice Manager here at Upland and over the better part of a decade, she’s honed a skillset in training, coaching, teamwork, buisness development, sales, content, and knowledge management. And today, she’s going to pull back the curtain on the benefits of the Knowledge Centered Organization. 

Links & Notes

• Knowledge Centered Service (KCS) | Upland RightAnswers (uplandsoftware.com)
• What is KCS? - RightAnswers (uplandsoftware.com)
• KCS for Better Self-Service - RightAnswers (uplandsoftware.com)

• (00:00) - Welcome to Connected Knowledge
• (00:29) - Introducing Lana Kosnik
• (00:55) - What is a Knowledge Centered Organization
• (03:22) - Rewiring Our Understanding of Support
• (10:27) - What Does Success Look LIke?
• (14:34) - Training and Implementation
• (16:28) - Making Change
• (18:30) - A Sustainable KCS Initiative
• (23:52) - RightAnswers

What is Connected Knowledge from Upland Software?

Exploring contact center technology that drives agent productivity and provides exceptional customer service — delivering the right answers, to the right people, at the right time.