An effective knowledge management strategy can transform both your organization’s customer experience and employee loyalty.
The organization can also develop more innovative products and services and drive the kind of positive change that leads to great results. Working with KCS® (Knowledge-Centered Service) can make the difference between being just above average and greatness. KCS is a simple idea that creates profound benefits. The idea is that you should integrate the creation and maintenance of knowledge into the daily problem-solving process.
There are four top benefits resulting from KCS, which are realized at difference point in time along your KCS journey.
1. Operational Efficiency
The first benefit your organization can take advantage from after implementing KCS, is operational efficiency. When agents understand the importance of integrating the use of knowledge into their daily workflow, they’ll realize that working with a structured problem-solving process will help them produce better, more effective solutions. Integrating the use of a knowledge base into the workflow enables agents to benefit from the collective experience of the organization. This will be recognized as both increased capacity, and the ability to introduce both new people and new work into the organization with a lot less effort and time. The collective experience will always be more precise and complete than any individual’s contribution.
2. Self-Service Success
Agents are producing structured knowledge by integrating the reuse of existing knowledge, improving it when needed, and capturing new knowledge in their workflow. The outcome is that the organization will within a short time (usually somewhere between 4-6 months) have a knowledge base filled with structured content in the customer context, which is developed on demand. As a result, this knowledge is both findable and usable for both agents and customer. And, since the goal is to provide knowledge that is available for those who need it, when they need it, we need to push out as much knowledge as possible for self-service.
The customer wants to know what you know as soon as you know it.
This greatly reduced the time and effort it takes customers to find relevant information, or having to figure out when and where to contact for help. An effective self-service solution helps giving answers to customers for known problems, giving agents the opportunity to focus on solving new challenges and opportunities.
3. Organizational Improvement
The may be most valuable benefit from KCS- the identification and prioritization of opportunities to improve our processes, policies, products and services. Patterns and trends that arise from our collective experience in the knowledge base ease the investigation of possible actions. Root cause analysis is for example a very powerful way of assessing which curative actions we should prioritize for achieving the best possible impact on our effectiveness and improvement in productivity, as well as a healthier customer-centric experience.
4. Organizational Learning
The final benefit is how we as an organization can learn from each other. With KCS, knowledge is captured and made available for reuse during the resolution process, simplifying the documentation process and creating value articles that are searchable and readable. Agents can rely on their knowledge base content and learn from every interaction. By adding an article to their incident, the agents are also confirming that they understand and believe in the resolution. Knowledge is continually gained through interactions and experience. As we acquire more experience, we supplement, improve, and correct our knowledge. Therefore, our knowledge constantly evolves, although it never is perfect or truly complete. We all know our individual knowledge is power. But a group’s shared knowledge is even more powerful.
The ‘smartest person in the room’ is all of us together.
The overall impact of these 4 benefits results in reducing the ratio of operating costs to revenue, while at the same time improving the success and productivity of those being helped.
Lena Stormvinge, KCS Trainer, ComAround
Lena Stormvinge is a certified KCS Trainer and experienced Knowledge Advisor at ComAround with a long experience from self-service, support and implementing cost-effective support solutions. She helps service desks achieve success with Knowledge Management and self-service tools.