The presentation is available here: Knowledge Centered Support
I've also attached here:
- the Article Template (.PNG file);
- The KCS Practices Guide
Why KCS?
A brief reminder of the potentially amazing benefits of this methodology:
Solving tickets should be faster:
- 50-60% improvement to resolve time
- 30-50% increase in first contact resolution (this would be cases where we are able to refer ticket requesters to an article)
Optimal use of resources:
- 70% improved time to proficiency (getting up to speed: as a new starter or when working on a new or old project, technology or process – for our users and for our team members)
- 20-30% improved employee retention (yippee!)
- 20-40% improvement in employee satisfaction (double yippee!)
Enables Self-Service:
- This improves our user’s experience
- Up to 50% ticket deflection (being able to point tickets to articles)
Builds Organisational Learning:
- Provides actionable information which can be used to highlight improvements and recurring issues
- 10% issue reduction due to root cause removal (as above – we will be able to really see where we can potentially reduce tickets by improving a process)
Please feel free to vote or comment against this, or let me know if you have any questions or thoughts.
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