The power of knowledge. When it comes to the field of support and services, this is especially true. For this reason, numerous businesses have adopted KCS. The idea of gathering, organizing, and utilizing knowledge for bettering customer service is known as knowledge-centred assistance. Only a few businesses can sustain KCS even after using this strategy. It assists support leaders in evaluating the effectiveness of support teams and information while emphasizing the application of cutting-edge technologies for advancement. It is continually growing. Both readers and contributors can access it as long as they have an internet connection. As long as the members of your support staff are engaged, your KCS system and related knowledge base will continue to function. Everyone must contribute for your content to continue to be useful, current, and organized using KCS.
Knowledge-Based Assistance (KCS)
The corporate world is full of complex words for ideas that seem to be simple. But one you need to be familiar with is knowledge-centered support. According to the KCS technique, knowledge is a valuable resource for any firm. Without expertise, a company's customer service system is destined for bottlenecks, misunderstandings, disarray, and angry clients. If you don't have a reliable mechanism to transfer knowledge effortlessly, you are vulnerable to these problems if you have a customer service desk. An internal and external knowledge-centered support system helps to avoid serious problems. It aids in improved problem-solving, quicker customer service, and more organized knowledge sharing and transfer within your team. It doesn't take the place of your support team's expertise. It makes their work more effective for them.
Why Is KCS Important?
KCS is significant because it represents the effective customer service side of the equation. While having a compassionate attitude can improve customer interactions, KCS enables you to develop a structured, efficient support system that saves time, money, and resources.
The KCS methodology's primary objectives are to:
4 Pragmatic Techniques To Guarantee KCS Installation Success: Wolken's Way
1. Change the criteria by which you evaluate a contribution to knowledge production
Your knowledge foundation would suffer if you placed more value on quantity than quality. If you judge a support engineer's success by how many articles they generate each month, your KCS project will fail. This way of thinking encourages writers to create more content without considering whether it is already available. It also discourages support staff members from updating and editing older articles. Both activities violate the fundamental principle of KCS, which is to help representatives and clients. Encourage the publication of informative articles rather than more for KCS to succeed.
2. Ensure that the knowledge base impact of an agent's contribution is visible
One of the main reasons people want to leave their jobs is that their bosses don't give them enough credit. Your support staff members will inevitably think the entire process is futile and exhausting if they don't feel like their contributions are valued. Giving your team access to detailed dashboards that track the amount of material produced and its effectiveness could be useful. A specific report included with KCS enabler shows how frequently KB articles are shared and connected to support issues. It increases agent trust in the procedure. Managers should also review these utilization statistics to inspire and support executives and recognize top performers during weekly meetings and emails.
3. Invest in technologies that will help you deploy KCS successfully
Technical employees' primary responsibilities include answering questions from customers and resolving problems. It is their top priority to close as many tickets as they can. They struggle to find the time to write fresh knowledge base articles. The appropriate technology can support them in this. It would help if you gave your comprehensive tool that captures, improves, and reuses information to instill KCS in their daily behaviors. Once more, once your support representative fixes the issue, the KCS enabler uses AI to generate a KB article on a specified template automatically. Before pressing the publish button, they only need to give it a cursory glance.
4. Integrate your corporate portals with KM procedures and adopt the necessary leadership techniques and skillset to ensure long-term success
The development loop includes communication and leadership as essential components. KCS is a new way of thinking as well as a practice. The management must fully support and vigorously encourage the adoption of the knowledge-centric model for the transition from a traditional model to be successful. To lead a knowledge-centered company, leaders and managers need to develop the appropriate viewpoint, concepts, and abilities, according to the KCS academy. Therefore, management must take ownership of KCS's achievement and assume leadership of KM projects. The KCS curriculum hosts events and leadership workshops where managers can first participate. Additionally, they can hire KCS-certified trainers to implement organizational cultural change.
Finally, your corporate systems, such as CRM portals, should be seamlessly integrated with support tools and knowledge bases to instil KCS practices in the blood of support engineers. It is crucial because it eliminates the need for your agents to leave the console or transition between platforms to access information when various content repositories are interconnected. It greatly facilitates the generation and sharing of knowledge. That integration can be a simple process with a cognitive search engine. It gathers data from various content sources and quickens knowledge development.
As you can see, KCS is integral to developing and sharing knowledge. Most bugs will be worked out if you add a cognitive engine. It enhances content discoverability and instills KCS ideals into your workplace culture. In KCS, information is captured, organized, reused, and improved in an endless cycle. To be more precise, it functions by gathering queries and feedback based on customer requests, organizing the content into clear, reusable templates, making it available to customers and support team members, and gradually refining the content. And while the beginning of this cycle may be rocky, it gradually becomes simpler, quicker, and more affordable.