Since many of our clients are using Knowledge-Centered Support (KCS®) to create and maintain knowledge for customer service and IT support, we formed a KCS community where our clients can meet virtually and share experiences.

We held our first virtual roundtable discussions last week, moderated by our Client Success team. The participation was so great that we had to split the group into two sessions.

A major topic discussed at the roundtables was agent adoption: How to get agents to use UFFA and how to overcome barriers in metrics and resourcing to start out with KCS.

UFFA stands for “Use it, Flag it or Fix it, Add it” and is the core workflow behind the KCS concept of collaboration and collective ownership of the knowledge base. Some actionable advice from our clients:

• Consider tying knowledge to your agent objectives to ensure that knowledge is seen as important
• Use gamification to assign points for UFFA usage (Stay tuned for more on gamification in future posts)
• Select a small group of champions to spread the word and encourage UFFA

KCS® is a service mark of the Consortium for Service Innovation™