Waters Technology Corporation

Nomination Details

Waters Technology Corporation is the world's leading specialty measurement company focused on improving human health and well-being through the application of high-value analytical technologies and industry leading scientific expertise. Waters has continually pioneered chromatography, mass spectrometry, and thermal analysis innovations.

The Waters KCS Program Team wholeheartedly adopts the principles of Knowledge-Centered Service (KCS). This strategy empowers us to ensure that the self-service content needed by their customers is not only easily accessible but also reliable, authoritative, and directly relevant to real queries. Internally, our practices promote a ‘shift-left’ approach, fostering the growth of Expert Center Engineers. This ensures that agents can acquire expertise in the products and knowledge they support, while also linking articles to cases to provide actual usage data for product improvement efforts.

The Waters KCS Program has contributors in 38 different countries creating articles in 4 different languages.