Making The Case For Knowledge Centered Support

Written by Dana Youngren

In today’s world, customers have access to a seemingly unlimited amount of information, right at their fingertips. With an increasing number of game-changing services that get customers what they want, when they want it, customers expect service to be timely. Case in point, services like Amazon Prime have changed our expectations. Customers expect a seamless experience across all channels, and they expect it to be personalized.

With all of these expectations, how does your organization keep up with, or better yet, stand out from your competitors? And how to do you that while being mindful of your staffing and budget resources? The answer is Knowledge Centered Support (KCS).

KCS is a set of nonlinear best practices aimed to create and maintain knowledge in work environments that are knowledge-centric. KCS is about recognizing the value of collective company knowledge, and capturing that knowledge so that it can be used to empower customer support reps to provide top-notch and timely service.

The Benefits Of KCS

According to a survey of conducted by the Consortium for Service Innovation, there are both qualitative and quantitative benefits to implementing KCS. Companies who have implemented KCS enable support reps to find the answers they are looking for faster and more frequently, resulting in 50-60% increase in time to resolution. Additionally, KCS helps speed onboarding and training, resulting in a 70% increase in time to job proficiency for new employees.

There are also benefits to the job satisfaction and retention rates of support employees. The same study found a 20-30% increase in employee retention and a 20-40% improvement in employee job satisfaction among customer support employees using the KCS methodology.

KCS allows organizations to capitalize on one of the biggest resources they already have: knowledge. However, for many teams, this is a very transformative initiative that relies on having the right technology and a collaborative culture before implementing KCS practices.

Key Practices Of KCS

1.  Produce New Content

Every time an issue is resolved by a customer support employee, new documentation should be produced as a result. Record each detail of the process; what was the issue, in the customer’s words? How was the problem solved? What tools were utilized? Was the customer satisfied with the solution? Capturing this knowledge will help future customer support employees resolve the same issue with heightened efficiency.

2.  Continuously Update That Content Based On Demand

Typically, any given customer support issue is encountered more than once. Each time an issue is encountered, update pre-existing documentation pertaining to that issue. As customer support evolves, so should your content.

3.  Centralize Updated And Relevant Customer Support Knowledge

What’s the use of capturing knowledge from your customers if customer support employees can’t find that knowledge when they need it? A knowledge management solution that is easily searchable allows employees to recall information and apply it to their every day interactions with customers.

4.  Incentivize Social Learning, Knowledge Sharing, And Collaboration

Knowledge Centered Support will not succeed without collaboration, because KCS fundamentally relies on learning from the experiences of others. Motivate customer support employees to share knowledge by rewarding employees who go above and beyond to be team players.

As you can see, KCS addresses the way organizations view, maintain, and develop knowledge. And it’s proven to increase operational effectiveness for support organizations. If you want to learn more about implementing KCS at your organization, download our whitepaper, The Secret to Successful Knowledge Centered Support.

Harness The Power Of Knowledge Sharing With Digital Transformation

Companies that grasp what the digital workplace is really all about are willing to change the ways people and applications connect across their organizations. By fostering a digitally driven culture of collaboration, they break down silos, share knowledge more effectively, and compete more successfully.

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