Page 222 - DCAP307_PLANNING_AND_MANAGING_IT_INFRASTRUCTURE

Planning and Managing IT Infrastructure

Notes 13.3.3 Best Practice 3: Foster Unstructured Knowledge Creation

The knowledge-centred support (KCS) methodology is well accepted in many customer service
organisations—especially when it comes to creating and managing content. These principles
foster unstructured creation of knowledge, designed to develop useful information “organically.”
KCS promotes creating content as a by-product of solving problems; evolving content based on
demand and usage; developing a knowledgebase of collective experience; and rewarding
collaboration, sharing, and improving content.
Social networking can serve as a valuable tool in encouraging unstructured knowledge
development. By embracing the social network as part of your knowledge management strategy,
you can facilitate rapid, low-cost content development through customer communities that
support themselves while contributing content that can be incorporated into your knowledge
base.

The following are some simple ways you can encourage social contributions from contact centre
agents as well as customers:

 Provide a simple way to recommend content through social channels such as company-
sponsored forums and communities or online feedback forms. Be sure to use this feedback
to rework content to bring it in line with user needs and expectations.
 Enable users to comment on the value of contributions, and begin building social reputation
ratings for content contributors. This motivates people to contribute quality posts, care
about peer reviews, and enhance their reputation ratings as designated expert contributors.
 Offer subscriptions to help communities stay up to date on what matters most to them.

 Monitor the quality of social media by actively monitoring channels and conducting
regular surveys.
 Tightly embed social channels into the self-service search process, so that customers are
aware of discussion topics in their areas of interest.

13.3.4 Best Practice 4: Focus on What You Don’t Know

As we’ve all learned the hard way, ignorance is not bliss. Monitoring the success of your
knowledge management initiative in terms of your goals and objectives is important. But of
even greater value is discovering when and why inquiries fail, because these failures provide
the greatest opportunity for improving the overall experience.

Using analytics to identify where users do not succeed enables you to continuously refine and
improve the quality of searching and content. Analytics can help you
 Discover where the search process broke down and determine why you may not have
understood the true intent of the user’s initial inquiry
 Identify where your online solutions are helpful, incomplete, or out of date
 Understand new question trends and identify gaps in your solutions to those questions

 Ascertain user behaviour pertaining to common inquiries (for example, what they do next
and what additional questions they ask)

Did u know? By understanding successes, failures, and trends, you can continuously create
more-relevant and intentional experiences that will optimise contact centre operations as
well as improve online customer self-service.

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