Certification

Maximize the KCS benefits for your organization.  There is a direct link between KCS participant understanding and the level of  KCS benefits realized. The KCS Certification programs validate participant understanding.  For more information on KCS benefits and drivers, click here.

The KCS Certification programs are for individuals ready to demonstrate their understanding of KCS practices and earn credentials that are valued by the service industry.

Benefits include:

• Have your KCS expertise validated by the organization which maintains KCS industry standards
• Use the “KCS Certified” designation on your business card and resume
• Interact with a network of other KCS professionals
• Contribute to the future development of the KCS methodology
• Be listed in an online KCS professionals registry (optional)

The KCS Academy offers certification programs for people in various KCS roles and offers a verification program for tools and technology.

For Consultants, Program Managers, and Team Managers:

KCS Practices v5 Certification

• Competencies: overall understanding of the KCS concepts and practices as well as an understanding of the best practices for KCS adoption.
• Audience: Consultants, program/project managers, KCS core team members, supervisors and managers of support agents/engineers who are doing KCS

KCS Trainer Certification (Practices v5 Certification is a pre-requisite)

• Competencies: deep understanding of the KCS Principles, KCS training delivery, ability to deal with questions and objections, knowledgeable of common pitfalls
• Audience: Consultants, trainers and internal trainers

For Support Analysts/Engineers doing KCS:

KCS Publisher Certification

• Competencies: overall understanding of the KCS concepts and practices as well as an understanding of the best practices for KCS adoption.
• Audience: Support analysts/engineers at all levels of the organization who are solving customer issues and have mastered the KCS problem solving process

KCS Coach Certification (Publisher exam is a prerequisite)

• Competencies: deep understanding of the KCS solve loop practices and strong interpersonal and influence skills
• Audience: Support analysts/engineers at all levels of the organization who are helping others learn the KCS problem solving process