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