Both Self-Service and Agent-Assisted Service Depend On Knowledge

Eventus Knowledge Management Overview

Knowledge Management (KM) is the discipline of capturing, developing, sharing, and effectively using organizational knowledge. In the Customer Engagement world, KM is used two primary ways:  to drive customer-self service capabilities such as customer portals, IVRs and virtual agents; and to make agents more productive by giving them the information they need, when they need it, to close cases faster. When deployed to support customer-facing functions such as Sales and Service, modern KM capabilities are delivering dramatic benefits:

  • Improved customer experience
  • Higher customer satisfaction and retention
  • Improved employee satisfaction and retention
  • Increased profitability

Effective knowledge management requires optimization of three elements:  human resources, governance structure and supporting technologies.  Various methodologies such as Knowledge Centered Support (KCS) exist to help organizations better optimize these elements.  Eventus contact center consulting experts offer a wide range of knowledge management services to our clients to help them deploy new KM solutions, optimize existing systems, and manage KM infrastructure on an ongoing basis.

The Knowledge Challenge

NoKnowledge400It’s becoming quite clear that self-service, which has been a focus of attention for decades, will be the primary way that customer support is delivered in the coming years. Gartner indicates that, by 2017, only one third of all customer service interactions will still require the support of a human intermediary (Rivera & van der Meulen, 2015). Dimension Data’s reports that the telephone channel for the first time is lagging among Generation Y, becoming the fourth most popular channel of choice (behind electronic messaging, social media and smartphone applications).

Accurate knowledge is foundation for both self-service and assisted-service. Without a modern knowledge management capability underlying both self- and assisted-service, customers will fail to answer their own questions and agents will lose productivity looking for the information they need. In a contact center environment, falling customer satisfaction combined with rising costs is a worst case scenario.

The Knowledge Opportunity

WithKnowledge400The most effective approach to call or contact deflection for customer service involves determining answers to questions automatically and delivering that information to the end constituent without human intervention. In this scenario, the constituent can be the end customer or the agent. This may sound easy, but in reality requires a very disciplined knowledge management process and powerful overlaying technology, integrated with the interaction mediums. In addition to the technology, a process of continuous maintenance and update of that information must be engineered.

Knowledgebase development begins with an understanding of how articles in the knowledgebase will be published.  Information is typically constructed in articles and those are often viewed in the transactional sense and referred to as “answers”.  Frequently, the need for a new public answer will arise from a question submitted by a constituent. When agents resolve an issue and recognize the need for an answer, they can create a publicly viewable answer. 

Eventus Knowledge Management Capabilities

Eventus knowledge management consultants have 15+ years of knowledge management strategy, implementation and content optimization experience.  They are certified in Knowledge Centered Support (KCS), Oracle Service Cloud, Oracle Knowledge Management (formerly InQuira) and Salesforce Service Cloud.  Eventus consultants also have expertise in all knowledge management modules and related technologies: content management, workflow, agent desktops, web self-service, portals, communities and chat.

Regardless of whether you are deploying a new knowledge management solution, migrating one or more systems into one solutions, or simply looking to optimize your current solution, Eventus has the expertise to make you successful.  We work by planning and designing for the desired “end state”; incorporating all business aspects (human resources, governance and technology); helping you prioritize your goals; and assisting you to visualize and measure your results.


Eventus Knowledge Management Offerings

Eventus offers a complete range of knowledge management consulting, implementation services and operational managed services. Common project scopes include:

  • Deploying a new KM solution
  • Migrating/consolidating existing KM solutions
  • Assessing and optimizing an existing KM solution
  • Managing a KM solution for ongoing success

What is Knowledge-Centered Support (KCS)

KCS_Practices_v5-2KCS is a methodology and set of practices and processes that focus on knowledge as a key asset of a customer or technical support organization.  KCS was created by the Consortium for Service Innovation, a non-profit alliance of support organizations.  Its premise is to capture, structure and reuse technical support knowledge.  It seeks to:

  • Create just-in-time content as a by-product of solving problems
  • Evolve content based on demand and usage
  • Develop a knowledgebase of an organization’s collective experience to-date
  • Reward learning, collaboration, sharing and improving 

While it was initially created to support technical support organizations, Eventus has found KCS to be an excellent knowledge management methodology for contact centers of all types as it allows organizations to close cases faster, optimize resource usage, enable self-service strategies and build organizational learning. Instead of relying on a separate team of dedicated ‘knowledge engineers’ to produce reusable content as with other methodologies, KCS makes knowledge creation a team-wide activity and a natural outcome of supporting your constituents.

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