Knowledge Management Plan for Contact Centers

8/12/2019 Knowledge Management Plan for Contact Centers

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What is KM and Why do we need

it?

KM is the capture, retention, categorizationand dissemination of information toresolve customer issues.

KM practices can be applied to a variety of

organizations practices, both internal (i.e.employee collaboration) and external (forcustomer/partner relationshipmanagement)

Not having effective practices or solutionfor customer services knowledge

management leads to excessive servicetimes, increased cost to serve and highcustomer churn.

External-FacingKMS (i.e.

customerservice)

Internal-

Facing KMS(i.e. employeecollaboration)

Partner-

Facing KMS(i.e. strategicpartnerships)

Enterprise Knowledge Management


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Benefits of Standalone KM PlatformInternal Facing (Assisted-Service) External Facing (Self-Service)

Allow agents to more effectively handleinquires. Clunky searches are replacedby well-organized KB that can becontinually updated and refreshedwith the most accurate content.

Key metrics improved:

-Increased customer satisfaction

through all assisted service channels.- Increased consistency of resolutions.

Customers using self-service channelswant to get at the information theyneed with a minimal amount ofheadaches. Supporting your self-service initiatives with a KM back-endmeans that they can quickly accessesrelevant information.


-Increased customer satisfactionthrough self-service channels.- Increased customer retention rate- Decreased coverage gaps in criticalself-service taxonomies

Increases agent productivity. Agentspending less time worrying about the

process will have more time to directlyservice the customers.


- Decreased time-to-resolution forinquires through phone, chat andemail channels.- Increased agent utilization rates

- Decreased average cost-to-serve foragent assisted customer service

Cuts down the time it takes forcustomers to get at need-to-know

information. Also provide customerswith tools to provide feedback to theorganization on the usefulness of theirsupport (i.e. ability to rate andcomment on KB articles)


-Decreased times to resolution

- Avoid assisted service as first contactor escalation to assisted servicethrou h ood self-service

Effectiveness-Based

Efficiency-Based


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Email and Live Channels

KMPlatform

Email is a mainstay and one that benefits significantly fromhaving a full KB in place. A unified KB allows consistencybetween reps answering e-mail. It also allows for auto-replyfrom a KB lookup.

Email

Live Interaction (Voice, Chat and Face-to-Face):

Resolution workflow tools are indispensible for telephonybased assisted service. Use an agent facing decision tree orsupport wizard to guide Tier-1 customer service reps incapturing symptoms. When a customer calls in, the tools canbe used to quickly pinpoint relevant solutions.


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Web Self-Service, Social and Mobile

Channels

KMPlatform

Provide a powerful front-end and back-end to your webself-service channel. The front-end should utilize self-service portal with the ability to favorite and suggestcontent. The back-end should be a well categorized KBwith robust search capabilities.

On the social side, provides with an easy method to sharehelpful articles via one-click social sharing functionality. Onthe mobile side, integrate dedicated customer facing mobileapps with KMS knowledge bases in order to ensureconsistency of resolutions.


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Knowledgebase Planning ProcessContent needs to be logically organized and generally presented in a tree structurewith most general information at the higher level and specific product information atlower level.

Categorization is important to increase the findability of the content. E.g. users canuse more advanced search techniques such as a category or parametric search.

Categorization is also what makes it possible for the users to navigate a topic treewhen searching.

Defining aTaxonomy

Templates can be very useful for developing content with a high degree of finabilityand usability. For example, consider creating a Troubleshootingtemplate, a How-Totemplate and an Information template, each of which contains predefinedheaders to give the author in capturing all the needed information.

ContentTemplates

Deciding who will be allowed to create content and content approval process thatspecifies which individuals and departments will be involved in the review andapproval.

Minimize the number of steps in approval process.Follow authoring standards, to ensure a solution isvisible selectively, based on itsposition in the lifecycle as well as the entitlementof each user.

Define the process for content end of life and archivingbased on factors such asusage, corporate policies and regulatory requirements.

EstablishingSolutions

Workflow


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Platform & Feature Categories Content Repositories:Knowledgebases that hold customer serviceresolution articles; typically includetools for authoring & editorial

workflows.

Advanced search & Indexing:Allowqueries to run against internal KB andexternal content thats been indexed;provide ability to easily navigatesearch results.

Workflow Tool: Decision trees andwizards.

Social & Mobile Tools: Socialsharing, social analytics and mobileplatform access

Reporting & Analytics: Provideinformation on KB activities

KMSPlatform

ContentRepositories

AdvancedSearch &Indexing

WorkflowTool

Social &Mobile Tools

Reporting &Analytics


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Planning a Phased Roll-Out Start with deploymentin contact center first.By deploying internallyfirst, you gain the

opportunity to test andimprove the usefulnessand depth of solutioncontent.

Once fine-tuned incontact center, it canthen be deployed forcustomer self-service.


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Knowledge TeamKnowledge management

business owner

Knowledgebase owner

Authors, reviewers andeditors

IT


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Thank You

Knowledge Management Plan for Contact Centers

Documents

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