Knowledge is the New Black

Brandon Caudlebrandoncaudle.com

knowl·edge [nä-lij] or [nol-ij] (Noun)

1 - Information and skills acquired through experience or education; the theoretical or practical understanding of a subject.

2 - What is known in a particular field or in total; facts and information.

Synonyms: learning - science - lore - cognizance - cognition

What is Knowledge?

Tacit – subjective and hard to explain− beliefs, points of view− technical skills− Know-how

Explicit – objective and can be explained− text− drawings− manuals

Knowledge is…

Knowledge Sources

KnowledgeSuppliers

Customers

Employees Operations Products

Industry

Competitors

Time spent in diagnosing, researching and finding an answer

Answer found in knowledge base

Time it takes to create, publish and share a new solution

Fortune 2000 companies who measure whether info given to agents and customers actually solves issues

80%

20%

1 month

1 %

Knowledge Today

KCS = Knowledge Centered Support

People choose to adopt KCS because they see a need to scale and extend their support capabilities, but do not have endless staffing or budget resources.

- Consortium

Why KCS?

Created by Consortium for Service Innovation (Version 1.0 in 1992)

KCS Basics

Four basic concepts:− Create content as a by-product of solving

issues. − Evolve content based on demand and

usage− Develop a knowledge base of collective

experience to date− Reward learning, collaboration, sharing,

and improving

Four Key Points

Use It, Fix It, Flag It, Add It - A Cultural Shift

U.F.F.A.

● Knowledge tied into your Tools● Must be Intuitive● Not Fridays at 3 pm

Author In the Flow

● Every Use is an Edit● Perfect is enemy of the Good● Immediate Availability of Hot Items

Evolve only What is Needed

● Many Brains vs One Brain

Someone Knows the Answer

● Mine! vs Hive● Fun● Better Buy-In

Reward and Recognize

Credit – David Ramos (Gettty)

When KCS is Adopted:

- Solve Cases and Incidents Faster– 50 - 60% improved time to resolution– 30 - 50% increase in first contact resolution

- Optimize Use of Resources– 70% improved time to proficiency– 20 - 35% improved employee retention– 20 - 40% improvement in employee satisfaction

KCS Adopters

When KCS is Adopted:

- Solve Cases and Incidents Faster– 50 - 60% improved time to resolution– 30 - 50% increase in first contact resolution

- Optimize Use of Resources– 70% improved time to proficiency– 20 - 35% improved employee retention– 20 - 40% improvement in employee satisfaction

KCS Adopters

Enable eServices Strategy

- Improve customer success and use of self-service

- Up to 50% case deflection

Build Organizational Learning

-Provide actionable information to product development about customer issues-10% issue reduction due to root cause removal

KCS Adoption continued

Gamification – using game design techniques to incentivize people to do what you want!

Gamification

Such as driving business through social pressureor reviews...

...or meet their exercise goals by running from Zombies!

- Easy to Start

- Quick Rewards

- Increasing Difficulty

- Continuous Challenges

- Badges / Quests

Gaming Concepts

Credit: Sartaj Anand

1st Link

1st Article

- How are customers using SocMed?

- What SocMed are they using?

- Dealing with #whine-and-complain

- Post and Reward

- Top 10 Tips, Fixes…

- Videos (how to)

- Contests (gamify announcements)

Social Media

- Anyone can easily submit an article

- (one button submit)

- Articles can be “approved” or “unapproved”, search either / or

- “Like” Button, Rate or comment on articles

- Gamify for customers

Self Service Key Points

Improved Metrics First Call Resolution Mean Time to Proficiency Average Handle Time Self Service / Issue Deflection Customer Satisfaction

End Results

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