Resource Center for Customer Service Professionals (RCCSP)*
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Custom logoThe Resource Center for Customer Service Professionals (RCCSP) also known as the RCCSP Professional Education Alliance has offered the following Knowledge Management education and training opportunities:
Certification Courses
- Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles training and certification (Virtual/on-site classroom 3 day training seminar)**
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What is Knowledge Centered Service?
The Knowledge Centered Services Model
Aligning Knowledge Centered Services with the Business
Content Health
Knowledge Centered Services Roles and Responsibilities
The Knowledge Centered Services Workflow
Performance Assessment
Leadership and Motivation
Communication
Technology
The KCS Adoption Roadmap - Knowledge Centered Services Training and Certification**
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2007 (3 days)
Day 1: Knowledge management fundamentals; Knowledge management in different environments; Knowledge management processes; The relationship between change and mnowledge management; Building a foundation; Knowledge management benefits and ROIDay 2: Content Management; Principles of Content; Content lifecycle; Understanding knowledge management competencies, roles and responsibilities; Workflows and processes; Performance assessment
Day 3: Implementation; Communications planning; Technology requirements; Getting started
- Knowledge Management Certification
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2005-2006 (2 days)
Defining Knowledge Management
Evaluating and Organizing Existing Knowledge
Selecting a Tool
Create a Method of Categorization
Write a Solution – Best Practices
Maintaining the Knowledge Base
Evaluate Knowledge Base Effectiveness2002-2004 (2 days)
Introduction to Knowledge Management
Creating a STEM (subject, type, element, module)
Selecting a Knowledge Management Tool
Writing a Solution – Best Practices
Maintaining a Knowledge Base
Evaluating Knowledge Base Effectiveness2001 (2 days)
Introduction to Knowledge Management
Knowledge Base Development and Maintenance
Courses
- Knowledge Management for Practitioners (1-2 days training seminar)
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Defining Knowledge Management
Evolution of Knowledge Management
Knowledge Management for the Support Center
Knowledge Management for the Customers
Knowledge Management ROI
Proactive vs. Reactive Knowledge Management Methodologies
Creating Quality Knowledge
Managing the Operation
Technology - Knowledge Management Fundamentals (online/CD ROM self study training w. exam)**
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The Art of Knowledge Management
Knowledge as Capital
Putting Knowledge to Work
Managing Knowledge Workers
Being a Knowledge Activist
Knowledge as Strategy: Performance Improvement
The Power of the Learning Organization
The Potential of Self-directed Learning (SDL)
Implementing and Evaluating Self-directed Learning
Performance Support
Benchmarking for Best Practices
Training for Business Results
TestPrep Final Exam: Knowledge Management Fundamentals - Knowledge-Centered Support (KCS) Principles (3-day training seminar)**
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Knowledge-Centered Support (KCS) Fundamentals**
Content Management
Implementation: Communications planning; Technology Requirements