Knowledge-Centered Support
Consulting and Onsite Training
The support industry has matured to a point where experienced managers know what does and, more importantly, what doesn't work. Traditional knowledge management, in which knowledge is drafted by analysts and edited to perfection by a team of technical writers, is a time-consuming process that has been pushed to its limits - and we have discovered its inherent weaknesses. Traditional knowledge management works, but only to a point.
Enter Knowledge-Centered Support (KCSsm). This approach to knowledge management accounts for the specific needs of a support center, and creates a process flow that becomes the problem-solving methodology for all analysts and support technicians. KCS embraces the following concepts:
· Knowledge is best captured in the workflow of serving customers
· Knowledge should be structured for reuse, so each solution has a consistent look and feel
· Analysts must be empowered to improve knowledge solutions as they use them
· An environment of collaboration, knowledge sharing and team problem-solving is best
The benefits of implementing KCS are numerous, as cited by the creators of KCS, the Consortium for Service Innovation:
· 30-60% improvement in mean time to resolution
· 10% reduction in call volumes, due to root cause analysis and remediation
· 70% reduction in analyst training time
· Increased case deflection rates due to better knowledge content in customer self-service websites
KR Consulting offers consulting and training services to organizations wishing to implement Knowledge-Centered Support. We recommend that you start with a three-day training class for your team. The class includes a thorough description of the KCS process and it equips leaders to lead the change management process that is necessary to create a culture of knowledge sharing.
If you'd like to learn more about KCS or discuss producing an on-site class, please call us at 817-577-7030 or complete an information request by clicking here.