Three Strategies for Knowledge Centered
Service (KCS) Success
DAVE STONE
[email protected]
Pacific Northwest National Laboratory
National Laboratory Information Technology Summit 2017
Rosemont, IL
April 19, 2017
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Is Your Help Desk Support Consistent?
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Traditional Knowledge Engineering
Bottlenecked
Slow
Outdated
High cost
Low return
http://www.sitrion.com/media/Blog/2015/February/Bottleneck-Blog.jpg
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http://blogs.bmc.com/wp-content/uploads/2016/02/KCS-Practices.png
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KCS Advantages
Fast publishing
Immediately accessible
On-demand
Self-validating
Improved ROI
Enhance agent morale
Boost productivity
Lower support costs
https://focus.ua/files/z-tilda-img/2015/08-clarkson/6d3bf9b
f-88a5-42eb-8c5d-762160b78f9e__144814.jpg
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KCS Journey at PNNL
KCSPrinciplesTraining
Team-wide
Launch
Developnewtools(KB+unifiedinterface)
Pilotteam
Evaluatetools
Q3
FY2016
Q4
Q1
FY2017
Q2
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View Article
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Dashboard
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Early Indicators of Productivity Boost
FYQ1–
FYQ2
Avg TalkTime
improvement
Avg WrapTime
improvement
Calls Taken
FirstContact
ResolutionRate
Agent1
- 1:12
- 2:37
+139(12%)
4.5%
Agent3
- 0:50
+0:15
+533(47%)
0.1%
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Strategies for Success
Create
Curiosity
FOMO
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Strategies for Success
Acknowledge
Adversity
http://en.community.dell.com/cfs-file/__key/communityserver-blogscomponents-weblogfiles/00-00-00-45-63/7823.pain_2D00_points.jpg
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Friendly Competition
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Strategies for Success
Coach
Consistently
http://www.markstivers.com/wordpress/comics/2012-02-10-Carrot-and-stick.gif
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Enhance Agent Morale
Howmanytimeshaveyourarticlesbeenused?
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Bonus Block: Make It Your Own
Learn KCS
Assess Your Situation
Engage Your People
CC – Create Curiosity
AA – Acknowledge Adversity
CC – Coach Consistently
Photo:DaveStone
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Idea Exchange / Questions
DAVE STONE
[email protected]
Pacific Northwest National Laboratory
National Laboratory Information Technology Summit 2017
Rosemont, IL
April 19, 2017
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What We Learned / Recommendations
KCS is latest in evolution of support models
KCS Principles training critical to success
Pilot the process with current tools
Prepare to re-tool
Identify KPIs
http://www.retroplanet.com/mm5/graphics/
00000006/21243_main.jpg
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Next Steps
Simplify agent experience
Open self-service portal
Grow rewards & recognition program
Recruit coaches
Expand collaboration with SMEs
Port KCS to non-Help Desk teams
http://sd.keepcalm-o-matic.co.uk/i/keep-calm-and-simplify-8.png
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Reporting
Reporting
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Opportunities to Lower Support Cost
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Weekly Email
January2017
April2017
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Screen Shots
Screen Shots
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Add Article
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Add Article, continued
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Review Articles
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Revision History
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Future
Future
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Simplify Agent Experience
Agent
Agent
Interface
Ticketing
KB
Ticketing
KB
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Future
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END
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