Blog

Top Takeaways from IT in the Park

Laura Lockley, December 14, 2018

Having just returned from speaking at the fantastic IT In The Park conference this week, I’ve taken a moment to think about what people were most interested in discussing on the topic of Knowledge Management and it came down to this:“How is what you’re talking about, different to what we’re already doing” and “where on earth do I start with KM?!”  I’ve had great conversations with a lot of organisations this week who know they need to do something different to capitalise on knowledge, but need a little help in articulating what and where to get started, so hopefully, this will help.

What is KCS™ and how is it different?

In a nutshell, KCS (Knowledge Centered Service) is a methodology and a set of practices that puts knowledge at the core of your organisation and how it solves problems.  It’s usually very different to how people traditionally think of KM, so I’ll outline some of the major differences

  • Everybody contributes.  In traditional KM, the knowledgebase (Kb), is full of content written by SMEs and technical writers.  It becomes a collection of knowledge from the few trusted to write perfect technical details.  In KCS, everybody contributes.  Perhaps some are just permitted to contribute draft content, to begin with, but everyone is expected to add to the Kb if they find something is missing, even if all they can contribute is the question/issue and they don’t know the full details on how to resolve. After all, we already trust our agents to give these answers and fixes to our customers, why shouldn’t we trust them to write them down in the Kb?
  • Context of customer.  While our technical version of events might be accurate if our customers don’t use the same language when they describe an issue, how can they ever be expected to find answers in self-service or get the right info from a chatbot?
    “I’ve got a fuzzy noise on my desk phone” might mean “static on Cisco IPT” to us, but it doesn’t mean that to the vast majority of customers.  The purpose of an article is to be findable and usable for the intended audience, so while we might also want to capture the technical detail, it’s imperative that we frame the articles in the customer’s context.
  • Searching is not just to find answers.  If you are lucky enough to know the answer or fix, you are responsible for checking it’s in the Kb, correct and completely ready for the next person.  Not only does everyone contribute new knowledge, but everyone is responsible for maintaining that knowledge also. If you find something that isn’t right, you should ‘flag it’ or ‘fix it’ I.e.  make it right yourself or get it to someone who can. This is how you capitalise on the knowledge of the whole organisation, not just a few.
  • Just in time; not just in case. Content is created and updated at the moment of interaction.  To enable you to create content in the context of the customer and take ownership of the content you interact with, adding and updating in-the-moment is a must, to ensure the context is preserved.  In addition, we should avoid creating content just in case it might be needed, it won’t be in the customer’s context and will most likely be wasted effort.  Let your demand drive your content.
  • Technology enabled. Technology is a critical enabler for KCS.  You need best of breed technology that is, at a minimum, KCS Verified™ which supports these practices and enables your agents to contribute to the Kb at the speed of conversation, as well as having the functionality built in to control and measure.
  • One final big difference: The results!  KCS drives amazing business results, for example:
    • 30 – 50% increase in first contact resolution
    • 20 – 35% improved employee retention
    • 20 – 40% improvement in employee satisfaction
    • Support centre cost avoidance of up to 50%
    • 10% issue reduction due to root cause removal

How to get started? 

If you’re unsure if KM or KCS is right for your organisation, talk to us about a free (yes, free!) ROI assessment.  We’ll provide you with a view of the potential savings and the resource required to make it happen.

If you have decided that this path is right for you, I cannot stress this point enough having helped many organisations implement KCS over the years, the best place to start is with KCS training.  The two primary training courses officially recognised by the Consortium for Service Innovation (creators and owners of the methodology) are the 1 day KCS Overview course and the 3 day KCS Practices Certification course. We have KCS trainers in the UK as well as North America and can organise additional courses on top of the ones listed and we’re even offering some end of year discounts.

If you’d like more information on this, you can contact me directly llockley@uplandsoftware.com



About the Author:

Laura Lockley (Yeomans) is an expert in the field of Knowledge Management and KCS.  She is a qualified KCS Trainer and has many years of experience in running her own knowledge practices and Contact Centres, as well as training and coaching others in Knowledge Management practices.   

To connect with Laura, visit:  https://www.linkedin.com/in/lauralockley/

 

 

 

*KCS is a Service Mark of the Consortium For Service Innovation

View All Resources »