• Save
Five Steps to Dynamic Knowledge Management
Upcoming SlideShare
Loading in...5
×
 

Five Steps to Dynamic Knowledge Management

on

  • 2,870 views

KM World webinar presentation done by Nitin Badjatia

KM World webinar presentation done by Nitin Badjatia

Statistics

Views

Total Views
2,870
Views on SlideShare
2,864
Embed Views
6

Actions

Likes
3
Downloads
77
Comments
0

3 Embeds 6

http://www.nitinbadjatia.com 3
http://www.slideshare.net 2
http://www.linkedin.com 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • 06/02/09

Five Steps to Dynamic Knowledge Management Five Steps to Dynamic Knowledge Management Presentation Transcript

  • Welcome
    • Welcome to KMWorld Magazine Sponsored Event
  • Moderator
    • Andy Moore Publisher
    • KMWorld Magazine
  • Five Steps to Supercharge Customer Service with Dynamic Knowledge Management March 4, 2008
  • Speaker
      • Nitin Badjatia Enterprise Solutions Architect
      • KNOVA Software
  • The Dilemma Customer service organizations are under constant pressure from all aspects of the business
  • The Dilemma: Cost
    • Breadth of products and services
    • Complexity of products and services
    • Mergers and acquisitions
    Support tends to be viewed as a cost center and often times is ignored as a critical component of the company’s success
  • The Dilemma: Competition
    • Support as differentiator
    • ‘Follow the leader’
    Even if support is simply a cost center, competition effectively drives industry standards in support
  • The Dilemma: Change
    • Dynamic business model
    • Dynamic products drivers
    • Dynamic customer behavior
    Support organizations must be flexible enough to “take what’s thrown at them”
  • The Dilemma: Personnel
    • Attrition
    • Competency
    • Dependency
    Even with the proliferation of self service, successfully managing the human resources equation remains the linchpin of success
  • Addressing the challenges One common thread that can help with proactive management of these challenges is dynamic knowledge management
  • The Resolution: Dynamic Knowledge Management A dynamic approach to knowledge management can drive your organization along the maturity path to greater control and success in customer service
  • Five steps to better customer service Dynamic knowledge management
  • Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction Knowledge-base Knowledge Engineers
    • Traditional call center
    • Tiered model
    • Knowledge Engineers develop content
  • Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction Knowledge-base Knowledge Engineers
    • Traditional call center
    • Tiered model
    • Knowledge Engineers develop content
    • Knowledge Leaks
    • Voice of the customer
    • Knowledge restricted to ‘knowledgebase’
    • Little bi-directional interaction
  • Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers
    • KNOVA enabled Support
    • Capture the true voice of the customer
    • Enable knowledge interaction at all levels of support
    • Centralize access to external sources of content
  • Step Two: Address more exceptions and drive deflection Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers
    • Constraints in support
    • Limited to inbound interaction
    • Does not address exceptions that do not enter the standard support channel
  • Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website Step Two: Address more exceptions and drive deflection
    • Constraints in support
    • Limited to inbound interaction
    • Does not address exceptions that do not enter the standard support channel
    • Enable self-service
    • Deflect easier, well documented exceptions to self-service
    • Expand the reach of exception handling
  • Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website
    • Not all resolutions come from within
    • Limited field experience
    • Constrained by variety of scenarios
    Step Three: Recognize the larger community
  • Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website Step Three: Recognize the larger community Forums Forums Forums
    • Not all resolutions come from within
    • Limited field experience
    • Constrained by variety of scenarios
    • Enable user forums
    • Recognize external solutions
    • Monitor reputation
  • Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers Step Four: Change the nature of support operations
    • Shift in support dynamics
    • Inbound calls more complex
    • Measurements invert
    website Forums Forums Forums
  • Inbound customer interaction KNOVA Knowledge Engineers Step Four: Change the nature of support operations
    • Collaboration
    • Collapse tiers
    • Exception based swarming
    Collaboration Intelligent Swarming
    • Shift in support dynamics
    • Inbound calls more complex
    • Measurements invert
    website Forums Forums Forums
  • Inbound customer interaction KNOVA Knowledge Engineers Step Five: Engage the evangelists and super users Collaboration Intelligent Swarming
    • Customers drive innovation
    • Super users
    • Evangelists
    website Forums Forums Forums
  • Inbound customer interaction KNOVA Knowledge Engineers Step Five: Engage the evangelists and super users
    • Recognize them!
    • Connect to product development
    • Reward them
    Collaboration Intelligent Swarming
    • Customers drive innovation
    • Super users
    • Evangelists
    Product Dev. website Forums Forums Forums
  • Inbound customer interaction KNOVA Knowledge Engineers KNOVA enables a dynamic knowledge management ecosystem Collaboration Intelligent Swarming Product Dev.
    • Reduce costs
    • Deflect
    • Absorb
    • Challenge competition
    • Innovate
    • Identify
    • Enable change
    • Collaborate
    • Incorporate
    • Empower personnel
    • Recognize
    • Reward
    website Forums Forums Forums
  • Putting KM and SRM together to benefit our customers
    • Structured Knowledge
    • Unstructured Knowledge
    • Entitled Access
    • Adaptive Search
    • In-line Content Creation
    • Just-in-Time Knowledge Access
    • Coverage Analysis
    • Knowledge Monitoring
  • Thank you www.knova.com
    • Question and Answer Session
    • (please submit questions)
    • This event will be archived for 90 days, go to: www.kmworld.com/webinars/knova/04mar2008
  • Thank you for participating in today’s web event Just by attending this event you could win this Apple iPod Nano Winner to be announced March 31st http://webinars.kmworld.com/