Double Loop Process
KCS methodology itself is based on a Double Loop Process: the Solve loop, comprised of Capture, Structure, Reuse, and Improve; and the Evolve loop, comprised of Content Health, Process Integration, Performance Assessment, Leadership & Communication. Within a KCS organization, knowledge content is constantly passing through this double loop, creating a self-correcting body of organizational knowledge.
Enhanced authoring process
with confidence, visibility, and flagging
Faster time to publish
to any audience with auto-indexing for search
for consistent and predictable structure
with Guided Content Framework and intelligent search
for understanding contributions and user behavior
MindTouch Capture Manager
allows agents and internal team members to quickly capture and maintain knowledge
See how 8×8 drives its KCS initiative
Learn how 8×8 leverages MindTouch to implement KCS and fill their knowledge base with content in the voice and understanding of their customers.
Map KCS processes directly to your customer journey
Our KCS v6 Certified trainers and practitioners can help your organization determine if KCS is a good fit, launch a new KCS program, or add KCS to your existing MindTouch deployment. What makes MindTouch different is our outside-in approach: we first examine the external customer journey and recommend internal KCS processes that directly serve your customer’s needs.
KCS® is a service mark of the Consortium for Service Innovation™.