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10 Cards in this Set
- Front
- Back
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1.1 Proprietor
1.1.1 Identify the entity that created and maintains KCS. |
The Consortium for Service Innovation created and maintains KCS.
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1.1 Proprietor
1.1.2 Explain who the Consortium for Service Innovation is. |
The Consortium for Service Innovation is a non-profit alliance of customer service organizations that are working together to solve industry-wide challenges.
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1.2 History
1.2.1 Explain why KCS was created. |
KCS was created to capture, structure, and reuse knowledge.
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1.2 History
1.2.2 Identify when work began on the creation of KCS. |
The KCS principles have evolved from work that began in 1992.
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1.2 History
1.2.3 List the common reasons that support centers should implement KCS. |
Support centers should implement KCS to:
* Lower support costs * Enable web-based self-help * Improve first contact resolution * Identify opportunities to learn from customers' experiences * Provide an answer to recurring questions * Address the lack of time for training * Support analysts suffering from burnout * Provide the same answers to the same questions * Provide answers to complex problems * Respond to and resolve problems faster |
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1.2 History
1.2.4 Identify some of the common benefits that result from implementing KCS. |
Common benefits of implementing KCS include:
* Solve incidents and close cases faster - 50-60% improved time to resolution - 30-50% increase in first contact resolution * Optimize use of resources - 70% improved time to proficiency - 20-35% improvement in employee retention - 20-40% improvement in employee satisfaction * Enable eService strategies - Improve customer success and use of web-based self-help - Up to 50% case deflection * Build organization learning - Actionable information to product development about customer issues - 10% issue reduction due to root cause removal |
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1.2 History
1.2.5 Identify the three levels of KCS benefits. |
The three levels of KCS benefits are:
1. Direct- operational improvements that are near term (3-9 months). 2. Applied- new ways of delivering service and support; the knowledge that is created can be used to enable web-based self-help. 3. Leveraged- knowledge allows support organizations to offer new kinds of services. |
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1.2 History
1.2.6 Identify the two types of KCS benefit. |
The two types of benefit are:
1. Qualitative (subjective) 2. Quantitative (objective) |
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1.3 Definition
1.3.1 Define KCS. |
KCS is:
* A methodology that seeks to capture, structure, reuse, and improve knowledge in the support delivery process. * NOT something we do in addition to solving problems-rather, KCS becomes the way we solve problems. * Knowledge Management best practices based on process and not technology. |
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1.3 Definition
1.3.2 List the support center processes that integrate with KCS. |
KCS integrates with the following support center processes:
* Incident Management * Problem Management * Change Management * Release Management * Service Level Management |
