KCS v6 Practices.

KCS produces profound benefits by improving operational efficiency and organisational learning. For most organisations, KCS is hard to implement because success requires changing how we think about people, process, and measurements.

KCS is ideal for high-volume service environments and is suitable for customer success teams, contact centres, customer support, service delivery, IT operations, HR & facilities, and enterprise service desks.


Intelligent Swarming Insights.

Sometimes called collaboration on steroids or Agile Collaboration, the Intelligent Swarming methodology is a new way to align resources to work.

It involves removing the tiers of support and, when appropriate, calling on the collective expertise of a “swarm” of analysts.
Intelligent Swarming Insights is a one day workshop which covers:

  • An introduction to the concepts and core principles
  • A summary of case studies and lessons learned from early adopters
  • Is it a good fit for your organisation? Key enablers and adoption considerations

Intelligent Swarming℠ is a service mark of the Consortium for Service Innovation™.

KCSv6 Practices Workshop, Sydney

Project manager

Thanks for another great course. Great content delivered in a well presented and easily understood format.

KCSv6 Practices Workshop, Sydney

Federal Courts

Excellent course material and trainer. Would definitely recommend this course to my team.

KCSv6 Practices Workshop, Sydney

Service Improvement Specialist

Great content delivered in a well presented and easily understood format.

Aprill Allen has been certified by The KCS Academy and the Consortium for Service Innovation to deliver KCS v6 Practices workshops, KCS Leadership workshops, KCS Design sessions, and Intelligent Swarming Insights workshops.