Five Steps to Dynamic Knowledge Management

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Five Steps to Supercharge Customer Service with Dynamic Knowledge Management March 4, 2008

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The Dilemma Customer service organizations are under constant pressure from all aspects of the business

The Dilemma: Cost ,[object Object],[object Object],[object Object],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 ,[object Object],[object Object],Even if support is simply a cost center, competition effectively drives industry standards in support

The Dilemma: Change ,[object Object],[object Object],[object Object],Support organizations must be flexible enough to “take what’s thrown at them”

The Dilemma: Personnel ,[object Object],[object Object],[object Object],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 ,[object Object],[object Object],[object Object]

Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction Knowledge-base Knowledge Engineers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Step One: Recognize the knowledge leaks in your call center Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers ,[object Object],[object Object],[object Object],[object Object]

Step Two: Address more exceptions and drive deflection Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers ,[object Object],[object Object],[object Object]

Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website Step Two: Address more exceptions and drive deflection ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers website ,[object Object],[object Object],[object Object],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 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tier 1 Tier 2 Tier 3 Inbound customer interaction KNOVA Knowledge Engineers Step Four: Change the nature of support operations ,[object Object],[object Object],[object Object],website Forums Forums Forums

Inbound customer interaction KNOVA Knowledge Engineers Step Four: Change the nature of support operations ,[object Object],[object Object],[object Object],Collaboration Intelligent Swarming ,[object Object],[object Object],[object Object],website Forums Forums Forums

Inbound customer interaction KNOVA Knowledge Engineers Step Five: Engage the evangelists and super users Collaboration Intelligent Swarming ,[object Object],[object Object],[object Object],website Forums Forums Forums

Inbound customer interaction KNOVA Knowledge Engineers Step Five: Engage the evangelists and super users ,[object Object],[object Object],[object Object],Collaboration Intelligent Swarming ,[object Object],[object Object],[object Object],Product Dev. website Forums Forums Forums

Inbound customer interaction KNOVA Knowledge Engineers KNOVA enables a dynamic knowledge management ecosystem Collaboration Intelligent Swarming Product Dev. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],website Forums Forums Forums

Putting KM and SRM together to benefit our customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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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/

Five Steps to Dynamic Knowledge Management

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