"the more extensive a man's knowledge of what has been done, the greater will be his power...

"The more extensive a man's knowledge of what has been done, the greater will be his power of knowing what to do."

-- Benjamin Disraeli

“If you have knowledge, let others light their candles in it.”

-- Sarah Margaret Fuller Ossoli

“Knowledge is of two kinds. We know a subject ourselves, or we know

where we can find information on it. “ -- Samuel Johnson

"An investment in knowledge pays the best interest.“

-- Benjamin Franklin

“Help to solve the puzzle, don’t become a part of it. Ask all the right questions.“

-- John Swindlehurst

Conscientia Consulting Inc.Latin meaning; Conscientia - knowledge shared with

others , "being in the know", joint knowledge; knowledge shared with oneself.

TOUCHSTONE Knowledge Management Enterprise software applications that support the

capability for the SME to create “Knowledge Articles” – In most situations the articles are created “in workflow” while managing the customers issue.

Content Management Enterprise software applications that support the

capability of the management of “documents”.

ATG / Primus - KANA - InQuira - Talisma

EMC .. Documentum - MS SharePoint

CONSCIENTIA CONSULTING CLIENT TYPES Fortune 500 Companies Midsize Corporations Knowledge Management Vendors

CLIENT ENVIRONMENTS Contact Centers – Software, Wireless, Cable Supporting both Internal & External Customers 1,000 – 15,000 Seats “Agent” Types Typical Call Center Rep – 6 months - High School Technical Support Engineer – 15 yrs - Masters

“Follow The Sun” Operation Model Cost per incident - $4.25 - $250.00 (Voice Call) Time to resolve issue – 2 minutes – 3 months

KNOWLEDGE MANAGEMENT ASSESSMENT CURRENT KNOWLEDGEBASE PLATFORM

Best Practice Engagements KB Expansion (Upgrade) Projects KB Consolidation Projects

KNOWLEDGE MANAGEMENT ASSESSMENT FUTURE KNOWLEDGEBASE PLATFORM Vendor Selection Engagements

Platform Guidance Engagements

SESSION AGENDA Primary Topics:

How to find the SME within the Contact Center How create an environment where the SME will

share their “wisdom” with other representatives. A few slides for discussion focus Interactive conversation “Session Keeping”

Who is going to keep the session “on topic” Parking Lot volunteer

CORPORATE OBJECTIVES What are the objectives for the company? What are the objectives for the department?

Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)

CORPORATE CULTURE – SHARE INFORMATION

How does the company share information? How does the department share information?

Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)

FOLLOW THE “SMOKE SIGNALS” - Discovering the SME What information is being shared Content Types Content Structure Author - SME

How is the information shared Review the received email - Xobin Review “My Recent Documents” Look for “shortcuts” – Desktop / Browser What information is posted on the walls What information is within the ref. binders Websites – Document repositories - WIKI

THE SME CONTENT TECHNOLOGY

FOLLOW THE “SMOKE SIGNALS” - How is the information shared Who do they ask . . . . What do they ask . . . . When do they ask . . . . What is the information escalation path . . . .

- PEOPLE

CORPORATE REWARD / RECOGNITION

What are the Reward / Recognition for the company? What are the Reward / Recognition for the department?

Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)

CONTACT INFORMATION eMail: jswindlehurst@conscientiaconsulting.com

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