Delivering on the KCS promise and empowering people by tracking the evolution of knowledge

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KM Chicago (April, 2008)

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Delivering on the KCS promise and empowering people by tracking the evolution of knowledge

  1. 1. Delivering on the KCS promise and empowering people by tracking the evolution of knowledge. <ul><ul><li>6 simple metrics that fit the bill. </li></ul></ul><ul><ul><li>KM Chicago </li></ul></ul><ul><ul><li>April 8, 2008 </li></ul></ul>
  2. 2. Agenda <ul><li>KCS Overview </li></ul><ul><li>Analytics & Examples </li></ul><ul><li>ROIs Achieved </li></ul><ul><li>Questions </li></ul>
  3. 3. KCS Overview <ul><li>KCS is a methodology and set of practices and processes that focuses knowledge as the key asset of the support organization. </li></ul><ul><li>KCS addresses the needs of organizations to: </li></ul><ul><ul><li>Scale services </li></ul></ul><ul><ul><li>Increase profitability </li></ul></ul><ul><ul><li>Enhance its people’s capabilities </li></ul></ul><ul><li>KCS seeks to: </li></ul><ul><ul><li>Create content as a by-product of solving problems </li></ul></ul><ul><ul><li>Evolve content based on demand and usage </li></ul></ul><ul><ul><li>Develop a KB of our collective experience to-date </li></ul></ul><ul><ul><li>Reward learning, collaboration, sharing and improving </li></ul></ul><ul><li>KM is a discipline not a technology </li></ul>
  4. 4. KCS Operational Model <ul><li>Capture in the call workflow – Context and content are captured as the problem is being solved. </li></ul><ul><li>Structure for Reuse – A little bit of structure greatly improves the readability of the solution and in some cases (depending on the search technology) can improve findability. </li></ul><ul><li>Searching is creating – As people interact with the knowledgebase the words and phrases they used to search are preserved. </li></ul><ul><li>Just-in-time solution quality – The culture of the KCS environment is such that people take responsibility for what they see in the knowledgebase. </li></ul><ul><li>Workflow– We want a repeatable process that creates and updates (maintains) solutions in the knowledge base as problems are solved. </li></ul><ul><li>Content and the Content Life Cycle – Our goal is to create Solutions (content) that are findable and usable and that are migrated to new audiences based on demand. </li></ul><ul><li>Performance Assessment – The organization must facilitate and encourage participation in the KCS practices and then recognize and reward those who create value. </li></ul><ul><li>Leadership – The adoption of KCS is transformational and requires strong leadership. </li></ul>
  5. 5. Benefits of KCS <ul><li>Improvements in operational efficiency, measured by: </li></ul><ul><ul><li>30-60 percent improvement in average problem resolution times & support capacity gains of more than 100 percent. </li></ul></ul><ul><ul><li>70 percent faster time to agent proficiency </li></ul></ul><ul><ul><li>Efficient creation of content for enable Web self service – resulting in case deflections of up to 50 percent as more customer issues are solved through this channel. </li></ul></ul>
  6. 6. So Prove It…
  7. 7. 1) Session Usage = Searching is creating <ul><li>KCS is working when… </li></ul><ul><li>Session click-thru rate is between 50-60%. </li></ul><ul><li>Session click through rates are increasing. </li></ul><ul><li>Searching occurs often within the session. </li></ul><ul><li>ROI: </li></ul><ul><li>A 50% improvement in the ability to find information through navigation and search can result in a deflection rate of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%). </li></ul><ul><li>20% reduction in training costs </li></ul>Identify the number of sessions and click-thru rates during a time period (Hour, Day, Week, Month, Quarter, Year).
  8. 8. 2) Content Usage = Just in time solution quality & Content Evolution <ul><li>KCS is working when… </li></ul><ul><li>Average document values are increasing. </li></ul><ul><li>Average Reuse count increasing. </li></ul><ul><li>Document modifications increasing. </li></ul><ul><li>ROI: </li></ul><ul><li>High value documents used over the web result in deflection of (30% -50%) </li></ul><ul><li>High value documents used in the support environment improve time to resolution (50%-60%) and First Call Resolution (30%-50%). </li></ul>Identify demand & value by identifying the top Solution documents accessed.
  9. 9. 3) Published Content & User Reputation = Content Evolution & Performance Assessment <ul><li>KCS is working when… </li></ul><ul><li>Average time to get solutions to the web is decreasing. </li></ul><ul><li>Reputations of authors is increasing. </li></ul><ul><li>More and more users are being added to the list of people who can publish. </li></ul><ul><li>KCS 3s increasing. </li></ul><ul><li>Users Receive Points for their Contributions: </li></ul><ul><ul><li>Forum Contributions </li></ul></ul><ul><ul><li>Solving another user’s question </li></ul></ul><ul><ul><li>Authoring Contributions </li></ul></ul><ul><ul><li>E.g. solving high value cases </li></ul></ul><ul><li>Internal and External Users Receive Points </li></ul><ul><ul><li>Points rewarded may be different </li></ul></ul><ul><li>System Privileges Granted for Point Levels Achieved </li></ul><ul><li>Reputation tracking sparks Collaboration </li></ul>Identify amount of content published and how long it takes to get solutions published.
  10. 10. 4) User Flagged Content Gaps / User Activities = Searching is Creating & Just in Time Solution Quality <ul><li>KCS is working when… </li></ul><ul><li>Feedback is increasing from the web and internally </li></ul><ul><li>Feedback is improving on an ongoing basis. </li></ul><ul><li>Feedback is tied to recommendations for content improvement. </li></ul><ul><li>ROI </li></ul><ul><li>As content Gaps are identified and resolved efficiencies on the web and in the support organization are realized resulting in deflection rates of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%). </li></ul>Identify user comments in sessions ,or by content, to identify content gaps in areas when the demand is greatest.
  11. 11. 5) Category Usage = Structure for Reuse & Capture in the call workflow <ul><li>KCS is working when… </li></ul><ul><li>Facet use is consistently increasing. </li></ul><ul><li>Facet level progression increasing. </li></ul><ul><li>ROI </li></ul><ul><li>As users become more familiar with facets and new categories are captured from the context and content captured in the workflow efficiencies are realized resulting in deflection rates of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%). </li></ul>Identify the percent of sessions using facets and the average facet level for user sessions.
  12. 12. 6) Intent Coverage = Capture in the call workflow <ul><li>KCS is working when… </li></ul><ul><li>The number of questions matching up with assigned responses and inherited responses is increasing. </li></ul><ul><li>The number of intents increases as needs associated with products are uncovered and new products are added. </li></ul><ul><li>ROI: </li></ul><ul><li>There is a high probability that if a question matches up with an assigned or inherited response, the issue will be resolved efficiently, resulting in deflection rates of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%). </li></ul><ul><li>As new intents are uncovered root cause removal occurs resulting in a 10% Call reduction. </li></ul>Understand and capture the need (context) of the customer as well as what they are asking about (content).
  13. 13. <ul><li>Mentor Graphics: </li></ul><ul><ul><li>$8 Million in savings from improved Web self service abilities </li></ul></ul><ul><li>3M </li></ul><ul><ul><li>100 Million over 5 years </li></ul></ul><ul><li>Apple: </li></ul><ul><ul><li>47% increase in search results in search accuracy for deflection. </li></ul></ul><ul><li>Fidelity Investments: </li></ul><ul><ul><li>Reduction in call volume resulted in an estimated $4-5M savings per year </li></ul></ul><ul><ul><li>Level 2 call center escalations were reduced by over 50% </li></ul></ul><ul><li>Pitney Bowes </li></ul><ul><ul><li>Time spent by associates searching for information reduced by 50% </li></ul></ul><ul><ul><li>Web Self Service escalations to call center reduced by 75% </li></ul></ul><ul><ul><li>78% reduction in emails submitted </li></ul></ul><ul><li>Bank of America: </li></ul><ul><ul><li>Improved first time response accuracy for deflection to over 85% </li></ul></ul>ROI
  14. 14. Gartner Report Balance Productivity with Customer Experience High Customer Experience and High Productivity
  15. 15. Tom Melzl Regional Director [email_address] (847) 430-3189

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