Resource Center for Customer Service Professionals (RCCSP)*

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The 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)**
      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 Management Training and Certification**
      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 ROI
      Day 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

      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 Effectiveness

      2002-2004 (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 Effectiveness

      2001 (2 days)
      Introduction to Knowledge Management
      Knowledge Base Development and Maintenance

Courses

  • Knowledge Management for Practitioners (1-2 days training seminar)
      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)**
      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)**
      Knowledge-Centered Support (KCS) Fundamentals**
      Content Management
      Implementation: Communications planning; Technology Requirements

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