Delivering on the KCS promise Delivering on the KCS promise and empowering people by and empowering people by tracking the evolution of tracking the evolution of

knowledge.knowledge.

6 simple metrics that 6 simple metrics that fit the bill.fit the bill.

KM ChicagoKM Chicago

April 8, 2008April 8, 2008

Agenda

KCS Overview Analytics & Examples ROIs Achieved Questions

KCS Overview

KCS is a methodology and set of practices and processes that focuses knowledge as the key asset of the support organization.

KCS addresses the needs of organizations to: Scale services Increase profitability Enhance its people’s capabilities

KCS seeks to: Create content as a by-product of solving problems Evolve content based on demand and usage Develop a KB of our collective experience to-date Reward learning, collaboration, sharing and improving

KM is a discipline not a technology

KCS Operational Model

1. Capture in the call workflow – Context and content are captured as the problem is being solved.

2. Structure for Reuse – A little bit of structure greatly improves the readability of the solution and in some cases (depending on the search technology) can improve findability.

3. Searching is creating – As people interact with the knowledgebase the words and phrases they used to search are preserved.

4. Just-in-time solution quality – The culture of the KCS environment is such that people take responsibility for what they see in the knowledgebase.

5. Workflow– We want a repeatable process that creates and updates (maintains) solutions in the knowledge base as problems are solved.

6. Content and the Content Life Cycle – Our goal is to create Solutions (content) that are findable and usable and that are migrated to new audiences based on demand.

7. Performance Assessment – The organization must facilitate and encourage participation in the KCS practices and then recognize and reward those who create value.

8. Leadership – The adoption of KCS is transformational and requires strong leadership.

Benefits of KCS

Improvements in operational efficiency, measured by: 30-60 percent improvement in average problem

resolution times & support capacity gains of more than 100 percent.

70 percent faster time to agent proficiency Efficient creation of content for enable Web self service

– resulting in case deflections of up to 50 percent as more customer issues are solved through this channel.

So Prove It…So Prove It…

1) Session Usage = Searching is creating

KCS is working when… Session click-thru rate is between 50-

60%. Session click through rates are

increasing. Searching occurs often within the

session.ROI: A 50% improvement in the ability to

find information through navigation and search can result in a deflection rate of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%).

20% reduction in training costs

Identify the number of sessions and click-thru rates during a time period (Hour, Day, Week, Month, Quarter, Year).

2) Content Usage = Just in time solution quality & Content Evolution

KCS is working when… Average document values are

increasing. Average Reuse count increasing. Document modifications increasing.

ROI: High value documents used over the

web result in deflection of (30% -50%) High value documents used in the

support environment improve time to resolution (50%-60%) and First Call Resolution (30%-50%).

Identify demand & value by identifying the top Solution documents accessed.

3) Published Content & User Reputation = Content Evolution & Performance Assessment

KCS is working when… Average time to get solutions to the web is

decreasing. Reputations of authors is increasing. More and more users are being added to the

list of people who can publish. KCS 3s increasing. Users Receive Points for their Contributions:

Forum Contributions Solving another user’s question Authoring Contributions E.g. solving high value cases

Internal and External Users Receive Points Points rewarded may be different

System Privileges Granted for Point Levels Achieved

Reputation tracking sparks Collaboration

Identify amount of content published and how long it takes to get solutions published.

4) User Flagged Content Gaps / User Activities = Searching is Creating & Just in Time Solution Quality

KCS is working when… Feedback is increasing from the web and

internally Feedback is improving on an ongoing basis. Feedback is tied to recommendations for

content improvement.

ROI As content Gaps are identified and resolved

efficiencies on the web and in the support organization are realized resulting in deflection rates of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%).

Identify user comments in sessions ,or by content, to identify content gaps in areas when the demand is greatest.

5) Category Usage = Structure for Reuse & Capture in the call workflow

KCS is working when… Facet use is consistently

increasing. Facet level progression increasing.

ROI As users become more familiar with

facets and new categories are captured from the context and content captured in the workflow efficiencies are realized resulting in deflection rates of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%).

Identify the percent of sessions using facets and the average facet level for user sessions.

6) Intent Coverage = Capture in the call workflow

KCS is working when… The number of questions matching up with

assigned responses and inherited responses is increasing.

The number of intents increases as needs associated with products are uncovered and new products are added.

ROI: There is a high probability that if a question

matches up with an assigned or inherited response, the issue will be resolved efficiently, resulting in deflection rates of (30% -50%), time to resolution improvements of (50%-60%) and First Call Resolution improvements of (30%-50%).

As new intents are uncovered root cause removal occurs resulting in a 10% Call reduction.

Understand and capture the need (context) of the customer as well as what they are asking about (content).

Mentor Graphics: $8 Million in savings from improved Web self service abilities

3M 100 Million over 5 years

Apple: 47% increase in search results in search accuracy for deflection.

Fidelity Investments: Reduction in call volume resulted in an estimated $4-5M savings per year Level 2 call center escalations were reduced by over 50%

Pitney Bowes Time spent by associates searching for information reduced by 50% Web Self Service escalations to call center reduced by 75% 78% reduction in emails submitted

Bank of America: Improved first time response accuracy for deflection to over 85%

ROI

Gartner ReportBalance Productivity with Customer Experience

High Customer Experience and High Productivity

Tom MelzlRegional Directortmelzl@inquira.com(847) 430-3189