What is a focus of KCS in the issue resolution process?

The focus of Knowledge-Centered Service (KCS) in the issue resolution process is to integrate the reuse, improvement, and creation of knowledge. KCS emphasizes the importance of making knowledge a byproduct of the support process, which means that as issues are resolved, the knowledge created during that resolution should be captured, refined, and made accessible for future use. This integration ensures that team members can quickly find relevant information and solutions from existing knowledge, reducing repetitive efforts and improving overall efficiency in resolving customer issues.

By fostering a culture where knowledge is continuously updated and shared among team members, KCS enhances the quality of service provided to customers and empowers support agents. This collaboration and the iterative nature of knowledge creation are central to the KCS methodology, ultimately leading to a more skilled team and a better customer service experience.