The Coach Development Workshop trains Internal Coaches to support any important change management strategy.

KCS®- KNOWLEDGE CENTERED SUPPORT COACH DEVELOPMENT WORKSHOP

About KCS Coach Development

Dr. Beth's KCS Coach Development Training is considered 'Best Practices' in the customer support industry.

KCS® is a service mark of the Consortium for Service Innovation™

The Knowledge Centered Support (KCS) Coach Development Workshop helps coaches learn the skills they need to encourage, inspire and support change.

Coaches become the change agents that help create momentum in the KCS Adoption Strategy or any critical organizational change strategy. 

While technology and process are key enablers of the KCS methodology, KCS is first and foremost about people and their behavior. KCS Coaches are the change agents within the support organization; they model and promote the behavior change required for a successful KCS adoption.

Dr. Beth's KCS Coach Development Workshop

Dr. Beth Haggett provides a 2-Day Coach Development Workshop, which is an intensive, interactive program that develops a perspective on effective coaching and provides a model for sustained change and an opportunity to practice influence skills.

Learning Objectives. Participant's will:

  • Gain an appreciation for the role and goals of a KCS Coach
  • Develop a deeper understanding of self and how to work more effectively with others
  • Understand what makes an effective coach
  • Learn and practice coaching techniques and influence skills
  • Practice the coaching process and learn how to utilize coaching tools

Interested in having Dr. Beth Haggett teach the KCS workshop for your company?

Support Coach Certification

The HDI Support Coach Certification is intended for individuals in the role of a KCS Coach or a Support Coach.  Candidates are typically support analysts/engineers who act as change agents within the organization, assisting peers in understanding the KCS concepts and offering support in learning the KCS practices and techniques.  The Support Coach certification is administered through the HDI Learning Center, and is based on the workshop and Coach’s Guide developed by Dr. Beth Haggett in partnership with The Consortium for Service Innovation.

This workshop prepares attendees to take the Support Coach Certification Exam. Full program details are available on HDI’s Coaching Skills for Quality Support page.


BECOME LICENSED TO TEACH THE COACH WORKSHOP

Dr. Beth also trains and certifies internal Support Coach Trainer's on how to administer the Coach Workshop. This is an alternative option to having Dr. Beth come and train the coaches herself.

This 'Train the Trainer' Program includes:

  • Multiple one-on-one virtual instructional sessions between your internal coach trainer and Dr. Beth
  • Best Practice Coach Training Guide
  • Dr. Beth's latest slideshow presentation that has been used for many workshops, and is in accordance with the KCS Training Guide

Dr. Beth's Partners: