1. 1. Making life easier for you and your users JAMES LESLIE VP PROFESSIONAL SERVICES Knowledge Management Simplified
2. 2. Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers. (Duhon, Gartner Group, 1998) What is Knowledge Management? Knowledge management is the process of capturing, distributing, and effectively using knowledge. (Davenport, 1994)
3. 3. What should Knowledge Management be? SIMPLE TO FIND TO UNDERSTAND TO MONITOR TO MANAGE INTUITIVE INNOVATIVE EVOLVING
4. 4. REDUCE Customer Effort Channel Shift Escalation AHT Why Simple? INCREASE FCR CSAT AHT
5. 5. Simple to Find
6. 6. The Internet is
7. 7. Offline is the new luxury
8. 8. Online is the New Norm Online is the new norm
9. 9. Online is the new norm
10. 10. Online is the new norm
11. 11. Online is the new norm
12. 12. Online is the new norm
13. 13. Online is the new norm
14. 14. Mobile devices in 2014 350k 525k 1.5 million
15. 15. Mobile Devices in 2014 More Connected Devices Than People
16. 16. Device Smart technology tailors the way your knowledge is displayed to the device that its on. Knowledge should be Device Smart
17. 17. The internet is pan-generational Users expect instant gratification People seek self-service rather than interaction Generation Internet
18. 18. 40,000 search queries per second 145 million per hour 3.5 billion per day People use Google as a first point of contact Where do your users go when they want help? The Google Effect
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20. 20. Automatically optimize content with no need for Adwords, keywords, metadata or manual intervention to drive up your rankings Almost half the traffic to Transversal hosted optimized pages comes through Google Optimized Knowledge
21. 21. Prescience APIs give you the freedom to embed consistent knowledge everywhere. Knowledge Everywhere
22. 22. Answer contextual questions on your pages before theyve been asked. PrescienceAPIs inside your site
23. 23. Complementary, related entries based on what users might ask next, can answer questions before they are asked, automatically. Smart Links
24. 24. Guide users to their answers in the simplest way. Decision Trees
25. 25. Perform a live search that adapts as the user types Predictive Search
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27. 27. Inject knowledge into contact forms to search knowledge articles and return common questions relating to their query Supercharge Escalation channels
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29. 29. Simple to understand
30. 30. Keep text concise Make it media rich with images, videos and sound files Easy to Scan
31. 31. Use your customers language Use active voice Easy to Read
32. 32. Utilise readability tools such as Gunning Fog Index or Flesch Reading Ease tool free at checktext.org Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers. Readability Tools
33. 33. Simple to monitor and manage
34. 34. Knowledge is not a one-off project, it should constantly evolve. Evolve your Knowledge Ecosystem Deploy MonitorOptimize
35. 35. Get ratings on the quality of your entries Feedback - Ratings
36. 36. Find out how you can improve the quality of the entry when it is under-performing. Feedback Textual Healing
37. 37. {video of isp ratings}
38. 38. Evaluate the reasons people escalate and see if you can fill gaps in the knowledgebase. Fill Knowledge Gaps
39. 39. Look for Patterns Next generation tools like TrendWatch find themes in search queries, email and social media, allowing you to address them before they become issues
40. 40. Regularly review content to ensure that it is up to date Remove unused or duplicate content to make it easier for users to find their answer and improve search results Regularly refresh content
41. 41. Back to the beginning
42. 42. What should Knowledge Management be? SIMPLE TO FIND TO UNDERSTAND TO MONITOR TO MANAGE INTUITIVE INNOVATIVE EVOLVING
43. 43. Questions?