Knowledge Management Simplified
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Making life easier for you and your users JAMES LESLIE VP PROFESSIONAL SERVICES Knowledge Management Simplified
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Transcript of Knowledge Management Simplified
- 1. Making life easier for you and your users JAMES LESLIE VP PROFESSIONAL SERVICES Knowledge Management Simplified
- 2. Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers. (Duhon, Gartner Group, 1998) What is Knowledge Management? Knowledge management is the process of capturing, distributing, and effectively using knowledge. (Davenport, 1994)
- 3. What should Knowledge Management be? SIMPLE TO FIND TO UNDERSTAND TO MONITOR TO MANAGE INTUITIVE INNOVATIVE EVOLVING
- 4. REDUCE Customer Effort Channel Shift Escalation AHT Why Simple? INCREASE FCR CSAT AHT
- 5. Simple to Find
- 6. The Internet is
- 7. Offline is the new luxury
- 8. Online is the New Norm Online is the new norm
- 9. Online is the new norm
- 10. Online is the new norm
- 11. Online is the new norm
- 12. Online is the new norm
- 13. Online is the new norm
- 14. Mobile devices in 2014 350k 525k 1.5 million
- 15. Mobile Devices in 2014 More Connected Devices Than People
- 16. Device Smart technology tailors the way your knowledge is displayed to the device that its on. Knowledge should be Device Smart
- 17. The internet is pan-generational Users expect instant gratification People seek self-service rather than interaction Generation Internet
- 18. 40,000 search queries per second 145 million per hour 3.5 billion per day People use Google as a first point of contact Where do your users go when they want help? The Google Effect
- 19. {Barclays screen capture video}
- 20. Automatically optimize content with no need for Adwords, keywords, metadata or manual intervention to drive up your rankings Almost half the traffic to Transversal hosted optimized pages comes through Google Optimized Knowledge
- 21. Prescience APIs give you the freedom to embed consistent knowledge everywhere. Knowledge Everywhere
- 22. Answer contextual questions on your pages before theyve been asked. PrescienceAPIs inside your site
- 23. Complementary, related entries based on what users might ask next, can answer questions before they are asked, automatically. Smart Links
- 24. Guide users to their answers in the simplest way. Decision Trees
- 25. Perform a live search that adapts as the user types Predictive Search
- 26. {video iplayer watch abroad}
- 27. Inject knowledge into contact forms to search knowledge articles and return common questions relating to their query Supercharge Escalation channels
- 28. {video - unibank}
- 29. Simple to understand
- 30. Keep text concise Make it media rich with images, videos and sound files Easy to Scan
- 31. Use your customers language Use active voice Easy to Read
- 32. Utilise readability tools such as Gunning Fog Index or Flesch Reading Ease tool free at checktext.org Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers. Readability Tools
- 33. Simple to monitor and manage
- 34. Knowledge is not a one-off project, it should constantly evolve. Evolve your Knowledge Ecosystem Deploy MonitorOptimize
- 35. Get ratings on the quality of your entries Feedback - Ratings
- 36. Find out how you can improve the quality of the entry when it is under-performing. Feedback Textual Healing
- 37. {video of isp ratings}
- 38. Evaluate the reasons people escalate and see if you can fill gaps in the knowledgebase. Fill Knowledge Gaps
- 39. Look for Patterns Next generation tools like TrendWatch find themes in search queries, email and social media, allowing you to address them before they become issues
- 40. Regularly review content to ensure that it is up to date Remove unused or duplicate content to make it easier for users to find their answer and improve search results Regularly refresh content
- 41. Back to the beginning
- 42. What should Knowledge Management be? SIMPLE TO FIND TO UNDERSTAND TO MONITOR TO MANAGE INTUITIVE INNOVATIVE EVOLVING
- 43. Questions?