HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 404: Why KCS? A Western Kentucky University Success Story

Kaliegh Averdick (Knowledge Coordinator )

Location: Room 309

Date: Thursday, April 12

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Desk Masters

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: Fundamental/Intermediate


Knowledge-Centered Service (KCS)—probably rings a bell, but what is it really, and how can it truly benefit your organization? In 2014, Western Kentucky University implemented KCS, starting within the service desk, and then embarked on a journey to achieve the KCS “holy grails”: capture knowledge, reduce training times, and improve the customer experience. Two years later, almost half the service desk accepted promotions, and 23 years of experience was “lost.” Or was it? Join us for a fun and engaging discussion on lessons learned, successes, and pitfalls—and leave with ways to navigate your own organization through KCS.