The effect of COVID-19 on training

Both Knowledge Centered Service and Intelligent Swarming training content can be delivered remotely. There are, however, exercises in these workshops that are impactful when delivered face to face. I am currently working to develop alternatives for these exercises to ensure the learning is received as well as it can be under these restricted conditions. I am also working with my training partner to establish a live virtual classroom option. For now, bookings for KCS v6 & Intelligent Swarming training are on hold until I am satisfied with the adaptations.

Please send me an email if you would like to be informed as soon as training resumes.

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


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.