Phase 3 Activities Benefits Readiness Evidence Target Performance Demonstrates First contact resolution Metrics are consistently commitment to increased compared to baseline reinforced the program Participation rate has stabilized Time to proficiency decreased compared to baseline Resolution capacity increased by at least 25% 80-90% of Articles meet target AQI Cost per incident decreased from baseline Work has become more Motivation factor Employee satisfaction increased meaningful for employees from baseline Knowledge base has Assures Reuse of existing Articles is shown value internally customers will equal to or greater than creation find helpful rate Articles Don’t stop here! Support Analyst motivation to continue using the knowledge base will be lost unless the redundant work gets removed from the workflow. There are two approaches for eliminating known issues: Remove the problems from the product. Publish frequently used internal Articles externally on the web so known issues are findable and solvable by the customer. Phase 4 of the adoption defines the approach for leveraging the knowledge base. Phase 4 - Leveraging Phase 3 has resulted in benefits for the employee and the business. The benefits include efficiencies gained from improving the workflow, internal reuse of knowledge, and a reduction in cost per incident. The benefits for the customer happen during Phase 4; the goal is to further improve operational efficiency while improving the customer experience and creating stronger customer loyalty. Phase 4 entails: Leveraging the knowledge base through pattern and trend analysis (the KDE role) Delivering value to the customer through self-service Delivering value to the customer through product improvements Modifying performance measures from individual to team
Phase 3 Activities Benefits Readiness Evidence Target Performance Metrics are consistently reinforced Demonstrates commitment to the program First contact resolution increased compared to baseline Participation rate has stabilized Time to proficiency decreased compared to baseline Resolution capacity increased by at least 25% 80-90% of Articles meet target AQI Cost per incident decreased from baseline Work has become more meaningful Motivation factor for employees Employee satisfaction increased from baseline Knowledge base has shown value internally Assures customers will find helpful Articles Reuse of existing Articles is equal to or greater than creation rate Don’t stop here! Support Analyst motivation to continue using the knowledge base will be lost unless the redundant work gets removed from the workflow. There are two approaches for eliminating known issues: Remove the problems from the product. Publish frequently used internal Articles externally on the web so known issues are findable and solvable by the customer. Phase 4 of the adoption defines the approach for leveraging the knowledge base. Phase 4 - Leveraging Phase 3 has resulted in benefits for the employee and the business. The benefits include efficiencies gained from improving the workflow, internal reuse of knowledge, and a reduction in cost per incident. The benefits for the customer happen during Phase 4; the goal is to further improve operational efficiency while improving the customer experience and creating stronger customer loyalty. Phase 4 entails: Leveraging the knowledge base through pattern and trend analysis (the KDE role) Delivering value to the customer through self-service Delivering value to the customer through product improvements Modifying performance measures from individual to team