Five Steps to Dynamic Knowledge Management

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KM World webinar presentation done by Nitin Badjatia

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Five Steps to Dynamic Knowledge Management

  1. 1. Welcome <ul><li>Welcome to KMWorld Magazine Sponsored Event </li></ul>
  2. 2. Moderator <ul><li>Andy Moore Publisher </li></ul><ul><li>KMWorld Magazine </li></ul>
  3. 3. Five Steps to Supercharge Customer Service with Dynamic Knowledge Management March 4, 2008
  4. 4. Speaker <ul><ul><li>Nitin Badjatia Enterprise Solutions Architect </li></ul></ul><ul><ul><li>KNOVA Software </li></ul></ul>
  5. 5. The Dilemma Customer service organizations are under constant pressure from all aspects of the business
  6. 6. The Dilemma: Cost <ul><li>Breadth of products and services </li></ul><ul><li>Complexity of products and services </li></ul><ul><li>Mergers and acquisitions </li></ul>Support tends to be viewed as a cost center and often times is ignored as a critical component of the company’s success
  7. 7. The Dilemma: Competition <ul><li>Support as differentiator </li></ul><ul><li>‘Follow the leader’ </li></ul>Even if support is simply a cost center, competition effectively drives industry standards in support
  8. 8. The Dilemma: Change <ul><li>Dynamic business model </li></ul><ul><li>Dynamic products drivers </li></ul><ul><li>Dynamic customer behavior </li></ul>Support organizations must be flexible enough to “take what’s thrown at them”
  9. 9. The Dilemma: Personnel <ul><li>Attrition </li></ul><ul><li>Competency </li></ul><ul><li>Dependency </li></ul>Even with the proliferation of self service, successfully managing the human resources equation remains the linchpin of success
  10. 10. Addressing the challenges One common thread that can help with proactive management of these challenges is dynamic knowledge management
  11. 11. 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
  12. 12. Five steps to better customer service Dynamic knowledge management
  13. 13. Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction Knowledge-base Knowledge Engineers <ul><li>Traditional call center </li></ul><ul><li>Tiered model </li></ul><ul><li>Knowledge Engineers develop content </li></ul>
  14. 14. Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction Knowledge-base Knowledge Engineers <ul><li>Traditional call center </li></ul><ul><li>Tiered model </li></ul><ul><li>Knowledge Engineers develop content </li></ul><ul><li>Knowledge Leaks </li></ul><ul><li>Voice of the customer </li></ul><ul><li>Knowledge restricted to ‘knowledgebase’ </li></ul><ul><li>Little bi-directional interaction </li></ul>
  15. 15. Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers <ul><li>KNOVA enabled Support </li></ul><ul><li>Capture the true voice of the customer </li></ul><ul><li>Enable knowledge interaction at all levels of support </li></ul><ul><li>Centralize access to external sources of content </li></ul>
  16. 16. Step Two: Address more exceptions and drive deflection Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers <ul><li>Constraints in support </li></ul><ul><li>Limited to inbound interaction </li></ul><ul><li>Does not address exceptions that do not enter the standard support channel </li></ul>
  17. 17. Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website Step Two: Address more exceptions and drive deflection <ul><li>Constraints in support </li></ul><ul><li>Limited to inbound interaction </li></ul><ul><li>Does not address exceptions that do not enter the standard support channel </li></ul><ul><li>Enable self-service </li></ul><ul><li>Deflect easier, well documented exceptions to self-service </li></ul><ul><li>Expand the reach of exception handling </li></ul>
  18. 18. Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website <ul><li>Not all resolutions come from within </li></ul><ul><li>Limited field experience </li></ul><ul><li>Constrained by variety of scenarios </li></ul>Step Three: Recognize the larger community
  19. 19. Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website Step Three: Recognize the larger community Forums Forums Forums <ul><li>Not all resolutions come from within </li></ul><ul><li>Limited field experience </li></ul><ul><li>Constrained by variety of scenarios </li></ul><ul><li>Enable user forums </li></ul><ul><li>Recognize external solutions </li></ul><ul><li>Monitor reputation </li></ul>
  20. 20. Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers Step Four: Change the nature of support operations <ul><li>Shift in support dynamics </li></ul><ul><li>Inbound calls more complex </li></ul><ul><li>Measurements invert </li></ul>website Forums Forums Forums
  21. 21. Inbound customer interaction KNOVA Knowledge Engineers Step Four: Change the nature of support operations <ul><li>Collaboration </li></ul><ul><li>Collapse tiers </li></ul><ul><li>Exception based swarming </li></ul>Collaboration Intelligent Swarming <ul><li>Shift in support dynamics </li></ul><ul><li>Inbound calls more complex </li></ul><ul><li>Measurements invert </li></ul>website Forums Forums Forums
  22. 22. Inbound customer interaction KNOVA Knowledge Engineers Step Five: Engage the evangelists and super users Collaboration Intelligent Swarming <ul><li>Customers drive innovation </li></ul><ul><li>Super users </li></ul><ul><li>Evangelists </li></ul>website Forums Forums Forums
  23. 23. Inbound customer interaction KNOVA Knowledge Engineers Step Five: Engage the evangelists and super users <ul><li>Recognize them! </li></ul><ul><li>Connect to product development </li></ul><ul><li>Reward them </li></ul>Collaboration Intelligent Swarming <ul><li>Customers drive innovation </li></ul><ul><li>Super users </li></ul><ul><li>Evangelists </li></ul>Product Dev. website Forums Forums Forums
  24. 24. Inbound customer interaction KNOVA Knowledge Engineers KNOVA enables a dynamic knowledge management ecosystem Collaboration Intelligent Swarming Product Dev. <ul><li>Reduce costs </li></ul><ul><li>Deflect </li></ul><ul><li>Absorb </li></ul><ul><li>Challenge competition </li></ul><ul><li>Innovate </li></ul><ul><li>Identify </li></ul><ul><li>Enable change </li></ul><ul><li>Collaborate </li></ul><ul><li>Incorporate </li></ul><ul><li>Empower personnel </li></ul><ul><li>Recognize </li></ul><ul><li>Reward </li></ul>website Forums Forums Forums
  25. 25. Putting KM and SRM together to benefit our customers <ul><li>Structured Knowledge </li></ul><ul><li>Unstructured Knowledge </li></ul><ul><li>Entitled Access </li></ul><ul><li>Adaptive Search </li></ul><ul><li>In-line Content Creation </li></ul><ul><li>Just-in-Time Knowledge Access </li></ul><ul><li>Coverage Analysis </li></ul><ul><li>Knowledge Monitoring </li></ul>
  26. 26. Thank you www.knova.com
  27. 27. <ul><li>Question and Answer Session </li></ul><ul><li>(please submit questions) </li></ul>
  28. 28. <ul><li>This event will be archived for 90 days, go to: www.kmworld.com/webinars/knova/04mar2008 </li></ul>
  29. 29. 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/

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