kcs: driving adoption through an uffa balanced scorecard/media/hdiconf/files/copy... · cosmo...

SESSION 602

Thursday, May 11, 4:00pm - 5:00pm Track: Putting Metrics To Work

KCS: Driving Adoption Through an UFFA Balanced Scorecard Chris Kloepping Vice President of Client Product Support, Ticketmaster [email protected]

Session Description Are you struggling with KCS reporting at an agent level? A new UFFA scoring method could be for you! By measuring how often agents are creating, modifying, flagging, and linking articles, you can combine those data points into a formula that produces one score for each agent. You’ll leave this revealing session with a new appreciation for KCS expectations for every level of your support staff, and have a foolproof action plan for optimizing knowledge-sharing throughout your organization.

Speaker Background One of the founding members of the Ticketmaster Product Support Help Desk, Chris Kloepping started out on the phones taking calls and quickly moved into managerial roles. Today, his team of thirty-seven supports all Ticketmaster proprietary software and hardware for both internal and external clients throughout North America. He had the privilege to provide tech support at both the Athens and London Olympics.

mailto:[email protected]

UFFA Balanced Scorecard

Chris Kloepping

Agenda

•About our KCS journey

•Our Challenges

•Our Solution

About myself and the team

Ticketmaster KCS Journey

• KCS certification in March 2015

• Salesforce is our case management tool

• KCS launched May 2015 with our team authoring articles

• Made knowledge client facing in May 2016

• All cases are logged and everyone on the team participates in KCS

Ticketmaster KCS JourneyA few key metrics:

Running about 3300 published articles, over half validated

2015 – 96% AQI, 850 new articles, 1500 updates, 56% linking

2016 – 97% AQI, 1424 new articles, 841 client facing, 2K updates, 800 archived, 77% linking

Challenges to Solve• Range in years of experience (0 to 25+ years)

• KCS license qualifications

• Multiple support tiers

• Varied knowledge levels

• Quantity and quality of KCS work

What happens when a team member doesn’t fully participate?

What if they Link articles but rarely Fix or Flag them?

How can these metrics be compared with so many variables?

What is UFFA Reporting?UFFA reporting is a way to measure KCS results on an individual basis and how those participation metrics compare to the rest of the team. Results are gathered from quarterly and annual metric reporting. Here are the steps to take for optimal results:

Step 1The main values and variables pulled for this data are as follows:

1. Articles Created by author

2. Articles Flagged by team member

3. Articles Modified by team member

4. Articles Linked to cases by closing team member

5. Total cases closed by team member

6. Article Quality Index (AQI) score by Author

KCS Level 1 1 2 2 3 3 Coach KDE

Agents Hack WilsonElaine Benes

Cosmo Kramer

Doris Sams

George Costanza

Rachel Green

FergieJenkins Monica Geller

Team Total

Role/Title Specialist Specialist Specialist Specialist Senior Consultant Consultant Consultant

Articles created 20 10 20 20 21 5 52 43 191

Articles flagged for KCS 1 25 20 3 8 33 9 35 38 171

Articles edits for KCS 2/3, KDE, Coach 0 0 3 23 140 70 75 125 436

Articles linked 1100 1318 1300 3600 1500 1875 800 250 11743

Cases closed 1800 1500 1800 5000 2750 2500 1396 750 17496

AQI 96% 99% 92% 99% 100% 93% 100% 100% 97%

Link % 61% 88% 72% 72% 55% 75% 57% 33% 67%

Step 2

List out each role determined for the team, there can be as many roles as needed.

For this example we are using 4 –

With different expectations of team members based on their KCS level and support role within the team, individuals can be focused in specific areas and those areas can be monitored.

DescriptionNew hire,

KCS 1

KCS 1/2, supporting

new productsKCS 2/3,

consultants

KCS 3, KDE, Coach, legacy

products

Role 1 2 3 4

Step 3

With the specific roles created, determine which weight % to use for balancing each area of the KCS metrics:

These percentage totals are combined for an overall UFFA score.

This allows beginner level support member scores to be weighted on linking and more experienced support member scores weighted for edits .

1 2 3 4

10% 20% 20% 30%

10% 20% 40% 50%

80% 60% 40% 20%

Step 4The gathered metrics are evaluated in several areas:

A. Creation – Articles created and cases worked

Number of Articles Created

(Number of Cases Closed * Average Number of Cases per Article) * AQI

ExampleTeam totals - 191 articles created, 17,500 cases closed = .011 articles per case worked overallThe team average is 1 article for every 92 cases

• Agent, Hack Wilson creates 20 articles, closed 1800 cases and averages a 96% AQIHis ratio is 1 article for every 90 cases. Mr. Wilson is right on pace with the team average.

The formula for the Creation metric becomes:

(20/(1800*.011))*.96 = 97%

A perfect AQI score would bring this overall creation score up to 100%.

The UFFA score and reporting metrics put everyone on the same playing field , allowing the team average to determine individual goals.


Agents Hack WilsonElaine Benes

Cosmo Kramer

Doris Sams

George Costanza

Rachel Green

FergieJenkins

Monica Geller

Team Total



Articles flagged for KCS 1 25 20 3 8 33 9 35 38 171Articles edits for KCS 2/3, KDE, Coach 0 0 3 23 140 70 75 125 436

Articles linked 1100 1318 1300 3600 1500 1875 800 250 11743

Cases closed 1800 1500 1800 5000 2750 2500 1396 750 17496

AQI 96% 99% 92% 99% 100% 93% 100% 100% 97%

Link % 61% 88% 72% 72% 55% 75% 57% 33% 67%

Formula's

Creation 97% 60% 94% 36% 70% 17% 341% 524% 97%

Step 4 (continued)B. Modify/Flagging = Metric depends on the specialists KCS role.

KCS 1Articles Flagged by Agent

(Cases closed * Average Flags per article)

Example: Elaine flagged 20 articles and closed 1500 casesTeam average is 1 flag per 73 cases (1/73 =.014)Formula = 20/(1500*.014) = 98%

Articles Flagged + Articles Modified by AgentCases closed *(Average (Flags + Edits))

Example: Cosmo flagged 3, modified 3 and closed 1800 casesTeam average is 1 flag/edit per 25 cases (1/25 = .04)Formula = 3+3/(1800*.04) = 8%

KCS 2/3, KDE, Coach - Same process as KCS1, also including edits.


Agents Hack

WilsonElaine Benes

Cosmo Kramer

Doris Sams

George Costanza

Rachel Green

Fergie Jenkins

Monica Geller

Team Total





Articles linked 1100 1318 1300 3600 1500 1875 800 2501174

3

Cases closed 1800 1500 1800 5000 2750 2500 1396 7501749

6

AQI 96% 99% 92% 99% 100% 93% 100% 100% 97%

Link % 61% 88% 72% 72% 55% 75% 57% 33% 67%

Formula's

Creation 97% 60% 94% 36% 70% 17% 341% 524% 97%

Modified (either just flags or edits/flags) - KCS 1 102% 98% 100%

Modified (either just flags or edits/flags) - KCS 2, 3, KDE, Coach 8% 16% 159% 80% 199% 549% 100%

Step 4 (continued)

C. Linking = This is based off the team Linking goal.

Our team Link goal is 70%, so linking 70 out of 100 cases will result in 100%.

Cases linked to articles by agent

(Cases closed/Team Link % Goal)

Example: Rachel linked 1875 out of 2500 cases

Formula = 1875/(2500/.70) = 107%

Linking is the #1 key KCS metric.

Successful participation in the entire UFFA process is shown by the link percentage. Everyone within the organization has the opportunity to link an article to the case.


Agents Hack Wilson Elaine BenesCosmo Kramer

Doris Sams

George Costanza

Rachel Green

Fergie Jenkins

Monica Geller Team Total





Articles linked 1100 1318 1300 3600 1500 1875 800 250 11743

Cases closed 1800 1500 1800 5000 2750 2500 1396 750 17496

AQI 96% 99% 92% 99% 100% 93% 100% 100% 97%

Link % 61% 88% 72% 72% 55% 75% 57% 33% 67%

Formula's

Creation 97% 60% 94% 36% 70% 17% 341% 524% 97%

Modified (either just flags or edits/flags) - KCS 1 102% 98% 100%Modified (either just flags or edits/flags) - KCS 2, 3, KDE, Coach 8% 16% 159% 80% 199% 549% 100%

Linking 87% 126% 103% 103% 78% 107% 82% 48% 96%

Enter Actual Linking Goal below

70%

Overall ResultsThe goal of an UFFA balanced scorecard metric is to accomplish the following:

• Dynamic goal for linking and modification, comparing agents in a similar role to others within the team.

• Weight specific roles for optimum performance and coaching.

An UFFA score > 100% shows the team member is at or above goal for their role. An UFFA score < 100% shows which areas are in need of targeted coaching.


Agents

Hack

Wilson

Elaine

Benes

Cosmo

Kramer

Doris

Sams

George

Costanza

Rachel

Green

Fergie

Jenkins

Monica

Geller Team Total





Articles linked 1100 1318 1300 3600 1500 1875 800 250 11743

Cases closed 1800 1500 1800 5000 2750 2500 1396 750 17496

AQI 96% 99% 92% 99% 100% 93% 100% 100% 97%

Link % 61% 88% 72% 72% 55% 75% 57% 33% 67%

Formula's

Creation 97% 60% 94% 36% 70% 17% 341% 524% 97%

Modified (either just flags or edits/flags) - KCS 1 102% 98% 100%

Modified (either just flags or edits/flags) - KCS 2, 3, KDE, Coach 8% 16% 159% 80% 199% 549% 100%

Linking 87% 126% 103% 103% 78% 107% 82% 48% 96%

Enter Actual Linking Goal below

70%

Description

New hire,

KCS 1

KCS 1/2,

supporting

new

products

KCS

2/3,consult

ants

KCS 3,

KDE,

Coach,

legacy

products

Role 1 2 3 4

Articles Created 10% 20% 20% 30%

Articles Modified 10% 20% 40% 50%

Articles Linked 80% 60% 40% 20%

Weighted UFFA Score - Role 1 89.7% 116.2% 92.8% 87.5% 85.2% 95.4% 119.5% 145.4% 96.4%




UFFA Reporting One-PagerUFFA Balanced Scorecard encapsulates all areas of KCS (Use It, Fix IT, Flag It, Add It) into a single participation score.

- Gather KCS metrics in a specific time period in all six areas to monitor

- Determine KCS roles and how they fit in to the support model

- Assign weight % on roles depending on team member focus

- Enter gathered metrics into formula worksheet

- Calculate UFFA score

Thank you for attending this session.

Please complete the short evaluation for this session on your mobile device. It is available in

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kcs: driving adoption through an uffa balanced scorecard/media/hdiconf/files/copy... · cosmo...

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