Knowledge Center Support On a shoestring budget Tom

Knowledge Center Support On a shoestring budget

Tom Lewis • 31 year working in IT • Developer • Mainframe Operations • Information Center • Manager • Director • Provided technical support for 30. 5 years • Created first formal support center • Expanded scope to include • Training • Asset Management Lifecycle • Internal User Groups • Manager, HDI Customer Care Center

Today’s Business Challenges

KCS History • Practice created and maintained by Consortium for Service Innovation The Consortium is a non-profit alliance of organizations focused on innovation for the support industry. Members create innovative ideas through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The result is innovative operational models that improve the support experience • Started in 1992 • Goal: capture, structure and reuse knowledge • 2003: partnership with HDI

Goal Capture Structure Reuse Knowledge Articles Support Knowledge

Value of KCS Respond and resolve issues faster Provide answers to complex questions Provide consistent answers to customer’s questions Address support analyst burnout Address the lack of time for training Answer recurring questions Identify opportunities to learn from customer’s experience • Improve first contact resolution • Enable web based self-help • Lower support costs • •

C U E

Consistent User Experience

Double Loop Process Solve Leadership & Communication Capture Performance Assessment Process Integration Evolve Content Health Structure Knowledge Articles Reuse Improve

Methodology

Source: HP / Peregrine Systems

KCS Roles • Change agents • Model the practice • Skills development • Feedback Leaders Knowledge Developers Coaches • Knowledge quality • Trend analysis • Problem management • Create knowledge • Vision • Define success • Set content • Motivate / support Knowledge Domain Experts • Capture • Structure • Reuse • Improve

KCS Roles • Change agents • Model the practice • Skills development • Feedback ! e n Leaders Coaches E e v • Knowledge quality • Trend analysis • Problem management • Create knowledge o y r Knowledge Domain Experts • Vision • Define success • Set content • Motivate / support Knowledge Developers • Capture • Structure • Reuse • Improve

Functional Requirements • Capture • Early • Publish Quickly • Structure • Issue • Environment • Cause • Resolution • Metadata • Reuse • Improve

HDI KCS Project

HDI Call Center Challenges • • • Respond and resolve issues faster Provide answers to complex questions Provide consistent answers to customer’s questions Address support analyst burnout Address the lack of time for training Answer recurring questions Identify opportunities to learn from customer’s experience Improve first contact resolution Enable web based self-help Lower support costs Ability to expand scope of work

Training

Buy In From Team

Technology

One. Note

What’s Next?

Demo