kcs on fire: turn your spark into a...
TRANSCRIPT
SESSION 704
Friday, May 12, 9:00am - 10:00am Track: Service Desk Masters
KCS on Fire: Turn your Spark into a Flame Lena Stormvinge KCS Trainer and Knowledge Specialist, ComAround [email protected]
Session Description Trends show that organizations with a successful Knowledge-Centered Support (KCS) program can also realize benefits when implementing KCS in other parts of the organization, starting with HR and training. But what challenges do we face when adopting KCS on such a large scale, and how can we ensure our journey is successful? This session will inspire you to embrace change in order to increase the value proposition of your entire organization. It will hit on key objectives and practical strategies, and provide you with real-world examples and lessons to use during your own implementation.
Speaker Background An advanced knowledge specialist with long experience in self-service support and implementing cost-effective service solutions, Lena Stormvinge is a certified Knowledge-Centered Support (KCS) trainer who helps organizations achieve success with knowledge management and self-service tools. She’s also a Certified Help Desk Professional and a graduate of Griffith University.
Global support challenges
Implementing large scale change
Social support measures
Head of Training & Consulting
KCS Trainer
Self-Service & Knowledge Success
lenastormvinge
Global Strategy Concerns
• Cultural Sensitivity & Localization
• Consistency across departments
• Languages & Searching
• Labor Laws & Legal Restrictions
• Knowledge distribution vs distinctive geographical knowledge
• Consistent experience vs unique cultural expectations
• Partners & Outsourcing
• Social & Community experience
• What shall we do with Japan?
KCS Benefits
Creating a Global Strategy Executive Buy-in
Executive Sponsor
Executive authority to drive global consistensy
Create customer empathy across executive team
Create and be sure everyone understands Compelling purpose
Vision statement
Brand Promise
Center of Excellence
Center of Excellence
Small team of people who integrate KCS expertise with change
management expertise.
Must be KCS evangelists as well as change management
experts.
Considerations• Consistency across departments, channels and locations
• Managing partner and customer experience globally
• Consistency vs unique cultural expectations
• Global knowledge distribution
• Single point-of-contact
• How to influence social and community experience
• Proactive support on a global level
• Strategy for languages and translations
• Cultural sensitivity
• Labor and privacy laws
Organization’s CostTime to Touch
Every minute an issue goes unacknowledged costs the customer and increases urgency
Time to Efficiency Determine Issue The longer it takes to identify underlying issue, the greater the cost to both customer and
organization
Duplication of Effort Increased escalation are causing wasted time and increased cost
Knowledge Workers Stagnation By pushing customer to escalated levels, knowledge workers are prevented from being part
of the solution
Unlock the full potential
Intelligent Matching + Collaboration
Intelligent Swarming
Intelligent Swarming
• Improve customer experience & productivity while
managing the cost of support
• Skills utilization and development
• Increase creativity & innovation
• Builds flexibility to the organization
• Increase engagement & loyalty
• To be done at scale
‘Engaged employees feel a sense of passion for their work and spend their days driving
innovation and moving their company forward.’
Source: Gallup’s ‘State of the Global Workforce’
System of
Record
Contact
Center
Web
In Device
Partners
RepairWarranty
CostKB Service
Request
Trouble
shoot
Classic Support
Cost
Customer Satisfaction
Personalized Predictive/Proactive People-Centric
The right knowledge,
At the right time
• Advanced proactive services• Predictive monitoring• Personalized Dashboards
• Intelligent Swarming
DEMAND
Future Support
What
skills are
required
Who has
the skills
What are
their
availability
What are
they
doing
right now
Deploy
the
resources
What was
the
outcome
Demand
Why it works
First person to take request most likely to solve it (intelligent matching)
Same person own request until solved
People can find best person to help
People can see all work relevant to them
Measure the creation of value by individuals and teams
Managers become facilitators and coaches
Support organization function as single team with various skills who collaborate on resolving
requests
No level 1,2,3 and no escalations
Proven ResultsImproved Resolution
Call back reduction
Time to solve reduction, increased capacity
Resolving complex and multi-technology issues faster
Support Analysts Enjoy it Increased employee satisfaction/loyalty/engagement
Accelerated learning, skills grow
Backlog down dramatically
Reduced new hire time up to 50%
Happy Customer Better customer experience, focused on customer success and value realization
Increased customer satisfaction/loyalty
Better way to deliver on organization’s brand promise
How to Measure Social Media for Support?
Introducing
Social Knowledge Domain Expert
SKDE Benefits
• Encourage positive customer sentiment
• Help keep the knowledge base healthy
• Provide proactive output to the customer base
for improvement in customer success
SKDE Role
Social Knowledge
Domain Expert
Social Media CommunitiesEvolve Loop
ArticlesSocial Media
SKDE Responsibilities
Daily Weekly Monthly Quarterly
Communities Represent Support
Participate in
communities and
forums
Communities Knowledge harvesting
Web Submission Content gap analysis
Social Media Twitter, Facebook,
YouTube and other
relevant channels
Participate
Monitor trends
Support Portal Metrics Content gap analysis
Blogs Submit monthly blog
article for products
Progress Report Identify top KB articles
Reduce Reuse Goal New vs known analysis
Reduce use of top linked
articles in support
SKDE Activities
Self-Service Communities Social Media
Content gap analysis to
self-service and web
submission
Modify existing articles
Create new articles
Posting: Answer with
knowledge article
Harvesting: Create new
articles using content
from community
Respond to improve
existing content
Respond to newly created
content
Add knowledge to hot
topics/issues
Post topics for discussion
SKDE Measures
Self-Service Communities Social Media
Views new articles
Increased views
existing articles
Knowledge gaps
Page View (traffic to
community)
Passive engagement
Active contributors
Post per day (quantity
& Quality)
Growth rate
Interaction rate (1-to-1
and 1-to-many)
Referral Traffic
Followers
Conversations
Kudos
Shares
Responsiveness (time to
response)
Cross-functional support and executive commitment
Globalization, localization, translation
Support on steroids
Measures for success
”The electric light did not come from
continuous improvement of candles”
Oren Harari
Thank you for attending
session 704.
Please complete the short evaluation for this
session on your mobile device. It is available in your email or through the conference app.