Resource Center for Customer Service Professionals (RCCSP)*

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