knowledge is the new black
DESCRIPTION
Knowledge Management and Knowledge Centered Support are enabling companies to move forward across every industry. From increased Customer Support, to spawning new development, the need for both internal and customer facing Knowledge is larger than ever,TRANSCRIPT
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Knowledge is the New Black
Brandon Caudlebrandoncaudle.com
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knowl·edge [nä-lij] or [nol-ij] (Noun)
1 - Information and skills acquired through experience or education; the theoretical or practical understanding of a subject.
2 - What is known in a particular field or in total; facts and information.
Synonyms: learning - science - lore - cognizance - cognition
What is Knowledge?
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Tacit – subjective and hard to explain− beliefs, points of view− technical skills− Know-how
Explicit – objective and can be explained− text− drawings− manuals
Knowledge is…
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Knowledge Sources
KnowledgeSuppliers
Customers
Employees Operations Products
Industry
Competitors
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Time spent in diagnosing, researching and finding an answer
Answer found in knowledge base
Time it takes to create, publish and share a new solution
Fortune 2000 companies who measure whether info given to agents and customers actually solves issues
80%
20%
1 month
1 %
Knowledge Today
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KCS = Knowledge Centered Support
People choose to adopt KCS because they see a need to scale and extend their support capabilities, but do not have endless staffing or budget resources.
- Consortium
Why KCS?
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Created by Consortium for Service Innovation (Version 1.0 in 1992)
KCS Basics
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Four basic concepts:− Create content as a by-product of solving
issues. − Evolve content based on demand and
usage− Develop a knowledge base of collective
experience to date− Reward learning, collaboration, sharing,
and improving
Four Key Points
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Use It, Fix It, Flag It, Add It - A Cultural Shift
U.F.F.A.
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● Knowledge tied into your Tools● Must be Intuitive● Not Fridays at 3 pm
Author In the Flow
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● Every Use is an Edit● Perfect is enemy of the Good● Immediate Availability of Hot Items
Evolve only What is Needed
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● Many Brains vs One Brain
Someone Knows the Answer
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● Mine! vs Hive● Fun● Better Buy-In
Reward and Recognize
Credit – David Ramos (Gettty)
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When KCS is Adopted:
- Solve Cases and Incidents Faster– 50 - 60% improved time to resolution– 30 - 50% increase in first contact resolution
- Optimize Use of Resources– 70% improved time to proficiency– 20 - 35% improved employee retention– 20 - 40% improvement in employee satisfaction
KCS Adopters
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When KCS is Adopted:
- Solve Cases and Incidents Faster– 50 - 60% improved time to resolution– 30 - 50% increase in first contact resolution
- Optimize Use of Resources– 70% improved time to proficiency– 20 - 35% improved employee retention– 20 - 40% improvement in employee satisfaction
KCS Adopters
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Enable eServices Strategy
- Improve customer success and use of self-service
- Up to 50% case deflection
Build Organizational Learning
-Provide actionable information to product development about customer issues-10% issue reduction due to root cause removal
KCS Adoption continued
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Gamification – using game design techniques to incentivize people to do what you want!
Gamification
Such as driving business through social pressureor reviews...
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...or meet their exercise goals by running from Zombies!
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- Easy to Start
- Quick Rewards
- Increasing Difficulty
- Continuous Challenges
- Badges / Quests
Gaming Concepts
Credit: Sartaj Anand
1st Link
1st Article
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- How are customers using SocMed?
- What SocMed are they using?
- Dealing with #whine-and-complain
- Post and Reward
- Top 10 Tips, Fixes…
- Videos (how to)
- Contests (gamify announcements)
Social Media
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- Anyone can easily submit an article
- (one button submit)
- Articles can be “approved” or “unapproved”, search either / or
- “Like” Button, Rate or comment on articles
- Gamify for customers
Self Service Key Points
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Improved Metrics First Call Resolution Mean Time to Proficiency Average Handle Time Self Service / Issue Deflection Customer Satisfaction
End Results
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www.brandoncaudle.com
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