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

Delivering on the KCS promise and empowering people by tracking the evolution of knowledge. ,[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object]

KCS Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

KCS Operational Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Benefits of KCS ,[object Object],[object Object],[object Object],[object Object]

1) Session Usage = Searching is creating ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Identify the number of sessions and click-thru rates during a time period (Hour, Day, Week, Month, Quarter, Year).

2) Content Usage = Just in time solution quality & Content Evolution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Identify demand & value by identifying the top Solution documents accessed.

3) Published Content & User Reputation = Content Evolution & Performance Assessment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Identify amount of content published and how long it takes to get solutions published.

4) User Flagged Content Gaps / User Activities = Searching is Creating & Just in Time Solution Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Identify user comments in sessions ,or by content, to identify content gaps in areas when the demand is greatest.

5) Category Usage = Structure for Reuse & Capture in the call workflow ,[object Object],[object Object],[object Object],[object Object],[object Object],Identify the percent of sessions using facets and the average facet level for user sessions.

6) Intent Coverage = Capture in the call workflow ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Understand and capture the need (context) of the customer as well as what they are asking about (content).

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Gartner Report Balance Productivity with Customer Experience High Customer Experience and High Productivity

Tom Melzl Regional Director [email_address] (847) 430-3189

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

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