KCS Training | Evergreen Shift Consulting

Knowledge that grows with every interaction.

Knowledge-Centered Success (KCS) is a proven methodology for reusing sharing, improving and capturing what your service team knows as part of their everyday work. We help teams learn it, practice it, and make it stick.

LEARN AT YOUR OWN PACE

Self-paced courses

Interactive courses from the Consortium for Service Innovation, with optional certification.

LEARN TOGETHER

Workshops and certification

Live, guided training for teams ready to put KCS into practice.

Self-paced courses

Learn at your own pace with interactive courses from the Consortium for Service Innovation.

60 MINUTES | SELF-PACED

KCS v6 Fundamentals

An interactive introduction to KCS: how it works inside the support workflow, why it improves customer satisfaction, and how to treat knowledge as a lasting asset. Ideal for anyone new to KCS or looking to strengthen their foundation. An optional certification exam is available for an additional fee.

Enroll

35 MINUTES | SELF-PACED

Managing a Knowledge-Centered Workforce

Gives managers the tools and mindset to lead knowledge workers well, connecting business goals to everyday team behavior and the metrics that matter. For support managers,
knowledge managers, and KCS coaches.

Enroll

45 MINUTES | SELF-PACED

Defining Digital Transformation

Explores how digital transformation is reshaping service, from rising customer expectations to the role knowledge plays in
delivering value efficiently. For support managers, knowledge managers, KCS coaches, and domain experts.

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40 MINUTES | SELF-PACED

Intelligent Swarming Fundamentals

Introduces the principles of Intelligent Swarming and how it differs from traditional tiered support models. An optional certification exam is available for an additional fee.

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Workshops and certification

Live, guided training for teams ready to put KCS into practice.

1 DAY | VIRTUAL OR IN-PERSON

KCS Practices

Workshop

An educational workshop that
prepares your team to put KCS into
practice and earn KCS v6 Practices
certification. For groups up to 20.

1 DAY | VIRTUAL OR IN-PERSON

KCS Design

Workshop

A hands-on design session that
guides your team through planning a
KCS program tailored to your
organization. For groups up to 15.

1 DAY | VIRTUAL OR IN-PERSON

Knowledge Optimization

Workshop

Learn to monitor and analyze the
health and usefulness of your
knowledge, for better experiences for
both people and AI. For groups up to 12.