Knowledge lies at the heart of every service desk. Also known as knowledge-centric service, knowledge-centric support (KCS) describes a process in which support teams provide system, employee, and guest support. real-time clients and create and maintain documents as part of the same process. Similar to problem management, KCS focuses on putting in-depth knowledge on the “page” where others can access and put it to good use. Let's find out about KCS with Giaiphapdonggoi.net!
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1. What is KCS?
What is KCS?
KCS is to treat knowledge as a business asset. It avoids relying solely on memory and experience to solve problems. It also makes it easier for agents to update information in a knowledge-based system.
This form of knowledge management for the support center allows agents to first consult your organization's knowledge base to see if a fix has been documented. Otherwise, they use known procedures to troubleshoot and resolve issues while documenting the unresolved issue and fix in a new knowledge base article.
KCS looks similar in problem management. When a team recognizes a problem, they document the issues involved and the process they use to solve the underlying problem.
Simply put, KCS is about getting the in-depth knowledge of IT teams out of their heads and onto the page, creating detailed documentation that employees, system users, and engineers new or less likely to use. usable experience without having to constantly bombard the service desk with the same requests. It is about treating knowledge as a business asset and not relying solely on memory and experience to solve problems quickly.
2. Benefits of KCS
Benefits of KCS
The near and medium-term benefits of KCS include:
Resolution time is improved, usually between 25 and 50%.
Improved first call resolution.
Reduce escalation.
Improved employee skills, job satisfaction and confidence lead to less stress and potentially better retention rates.
Significant improvement in self-service success.
Reduced training time for new agents.
In the long run, you can expect to see:
Business improvement is based on identifying user behaviors and trends.
Improved placement of resolution through AI driven solutions.
Better predictive and pre-analytic capabilities enable proactive customer engagement.
When successfully implemented, KCS enables organizations to enhance their ability to leverage their acquired knowledge and wisdom.
3. How does KCS work?
How does KCS work?
Knowledge-centric services follow a continuous loop of knowledge capture, structure, and reuse. While engineers are actively supporting stakeholders, KCS asks IT teams to:
Create content to document how they solved problems.
Update and develop that content based on needs and usage needs.
Publish that content in the knowledge base for easy provisioning (reduce arrival tickets and save service desk time and money).
Reward each other for learning, collaborating, sharing, and improving.
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This is done through a five-step process that builds on the team's existing support workflow.
Step One: Capture Knowledge
Upon request, articles are created and then updated as a by-product of the problem-solving process. This means that agents write articles not based on lists or internal priorities, but on actual client contexts, making information inherently relevant and easily searchable.
Step Two: Knowledge Structure
The best way to write an article that clients or end users can use is to work from a template or form. This simplifies the process and creates consistency in the customer experience with the business' knowledge base.
Step three: Reuse knowledge
When a new problem arises, employees should always search the knowledge base first. They can link incidents to relevant articles, ensuring that the team is working from their collective knowledge.
Step Four: Increase Knowledge
As the knowledge base is built, agents become responsible for creating less content from scratch and updating more existing articles - keeping the knowledge base up to date and always helpful.
This approach not only helps keep content fresh, but also shares ownership across the entire team instead of treating knowledge base updates as a single person's responsibility and separate task on the to-do list. to do of that person.
Step 5: Use knowledge to see the big picture
As the knowledge base grows, the team will have more data on the level of
each article's effectiveness in solving problems and can begin to hone processes and provide more resources for high-demand, cost-reducing knowledge. The process itself and the knowledge base are useful tools for identifying what is working and what is not, where there may be gaps in knowledge within the team, and what adjustments may be possible. needs to be done in order for future articles to be more effective.
4. Knowledge Center support best practices
Knowledge Center support best practices
If you're familiar with the Wikipedia website, you know it's a user-generated platform for users. While anyone can add it, it is constantly being fact-checked and edited to provide everyone with useful, accurate information. Together with the knowledge base, the KCS system works the same way and works best when everyone is engaged to create great content that is useful and well organized.
Best practices for KCS include:
Educate support groups about what KCS is and why it's important to your organization's success.
Inform each user of their role in the KCS process.
Use the right knowledge base software to keep content organized.
Consistently add new content to the knowledge base.
Encourage users to contribute and improve existing content.
Encourage reuse of existing relevant content instead of creating new content.
Stay on top of what your customers need and want.
Done well, KCS significantly increases the value of your organization's knowledge base. As long as you remember that KCS starts with your customers, you can continue to create content that works for them and reuse it in a way that cuts down on things like customer support and response times, while increasing employee productivity and engagement. The result is satisfied customers, satisfied employees, and significantly improved profits.
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