knowledge management strategies in frontline technology ... · knowledge management strategies in...
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Knowledge Management Strategiesin Frontline Technology Support
VSU Solutions CenterBenjamin Li, IT Solutions Manager
Rachel D. Martin, IT Solutions Operator
Southeastern Regional User Group Alliance 2016
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Agenda• History
• Solutions Center Overview• About Our Team• Key Challenges• Maturity Levels
• Strategies• Phase I: Reactive • Phase II: Proactive • Phase III: Customer-centric• Phase IV: Business-centric
• Tools• Confluence• Gliffy• SharePoint• User Lookup Portal
• Resource Summary
• Q&A
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History
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Solutions Center Overview
• IT, Admissions, Welcome Center
• Reduced queue time and abandon rate
• Focus on recruitment
• Analytics driven initiatives
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Our Team
• 4 FTEs, 16 student technicians• Over 70,000 calls per year• 2008 and 2014 USG Chancellor’s Service Excellence
Gold Level Contact Center
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Key Challenges
• Scheduling around classes
• 20% student employee turn-over
• Staying up-to-date• Admissions• IT• Welcome Center
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HDI Maturity Levels
• Phase I (2008) – Reactive• Labor intensive• Low first call resolution
• Phase II (2010) – Proactive• Best practices• Customer feedback
• Phase III (2013) – Customer-centric• Single point of contact• Variety of channels
• Phase IV (2016) – Business-centric• Aligned with business objectives• Process automation
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Strategies
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Phase I: Reactive• Internship
opportunities• Employee
feedback survey• Tools:
• Tool hyperlinks• Announcements• LMS for formal
training
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Phase II: Proactive• Training &
Communication• Tools:
• Contact Center (ACD, analytics)
• User lookup• Self-service passwords• Collapsible regions• Technician notes
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Phase III: Customer-Centric• Technical Response
Unit• Certification• Tools:
• “Smart” tabs• Remote support
integration• Knowledge base• Social relationship
management
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Phase IV: Business-Centric• Expanded business
intelligence• Knowledge capture• Tools:
• NOC monitoring• Business intelligence
dashboard
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Tools
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Sharing Knowledge
Image of Confluence Search Feature
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Creating Knowledge
Image of Confluence Create Article Feature
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Maintaining Knowledge
Image of Confluence Edit Feature
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Gliffy Diagram Plug-In
• Create or import a diagram• Premade templates:
• Flowchart• Organizational chart• Timeline• Network diagram• Business process• SWOT analysis• Venn diagram• Floorplan• Website/software UI design
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Knowledge in Action
Rep Takes CallRep Consults
with Supervisor
Supervisor Updates Training
Prior Solution Time: 3:00 Minutes
Rep Takes Call Rep Refers to Knowledge Base
Current Solution Time: 2:30 Minutes
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SharePoint
• VSU Updates• Tools
• Cisco Finesse• Confluence• User Lookup
Portal
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User Lookup Portal
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Tool SummaryRole Resource
Communications Cisco FinesseCisco Jabber
IT Service Management (Ticketing) LANDesk Service Desk
Training Desire2LearnAtomic LearningSkillport
Remote Assistance Bomgar Remote SupportLANDesk Remote Support
Application Development Oracle Application Express
Knowledge Base / Collaboration Atlassian ConfluenceMicrosoft SharePoint
Monitoring Cisco Prime/ISEFluke TruViewISI Infortel SelectXerox CentreWare
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Contributors• Knowledge
Management• Kyle Culpepper• Corey Wasley• Alexandru Malos• Joanne Wardell• Patrick Hilgert
• Special thanks to EAA• Arthur Rinberger• Keisha Roberts• Nicholas Clinite
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Additional Questions?
© 2016 Board of Regents of the University System of Georgia by and on behalf of Valdosta State University.
Benjamin LiIT Solutions Manager
[email protected] State University1500 N. Patterson St.Valdosta, GA 31698-0000Odum Library 2627Division of
Information Technology
[email protected] State University1500 N. Patterson St.Valdosta, GA 31698-0000Odum Library 2627Division of
Information Technology
Rachel D. MartinSolutions Operator