From the course: Customer Service: Knowledge Management
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Proving business value
From the course: Customer Service: Knowledge Management
Proving business value
- About 20 years ago, I was at a consortium meeting where a KCS program manager was proudly showing off his ornate dashboard of knowledge management measures, mostly activities. After his last chart, a senior executive raised his hand and said, nice but why do I care about any of that? He's right, executives don't care about the specifics of what we do, they just want to see the value. Here's how we can prove we're delivering it. The first way is contact handling. How do you measure how well you're handling contacts, maybe it's time to resolution, first contact resolution, contacts handled per agent or customer satisfaction. KCS should improve all of these. To prove that, look at the before and after. If your time to resolve or customer satisfaction are better a year from now that shows KCS is working. If you can't wait that long, compare metrics when you reuse knowledge with metrics when you don't. Reusing knowledge…
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