ICMI's Customer Management Insight - January 2008 - (Page 28)

O P E R AT I O N S Figure 1: KCS and KM Systems, Processes and Users opportunity that KCS is designed to address. KCS processes can be applied in the contact center, back office, selfservice applications and many other areas where answers and solutions are required to satisfy customer needs. The structured business methodology of KCS creates a culture focused on quality, and directly influences customer interactions. Creating and using information in new solutions can provide a richer customer experience. How many times have you heard someone in the contact center say they found a new answer to a question? The key is leveraging KCS to help people, enabled by technology (KM systems), to search and capture the right information or new information, and make it availicmi’s insight able quickly, accurately and reliably. The days of creating bulletins, memos, alerts and hot topics are quickly becoming methods of the past. As customers, we expect to get the right answer, right now, in one interaction and with absolute accuracy. This outcome is directly dependent on an organization realizing that knowledge is constantly evolving. KCS, KM systems and the development of a collaborative, knowledge-driven culture will help to enable success. Getting there is a journey, not an overnight implementation. GET STARTED Now that the opportunities and risks surrounding KM are more in focus, it’s time to consider how to prepare your organization and your contact center for this knowledgedriven environment. With KCS as a foundation for a solid knowledge management program, you will embark on a journey to influence the organization, the contact center and leaders about why a structured approach to managing knowledge is important. As prescribed in any large initiative, change management will be critical to achieving success. Because KM is not widely understood as the combination of process and technology (unlike other contact center technology implementations, such as ACDs), educating the organization is a critical step in the early stages. Start building awareness before the technology procurement process begins. Inform all stakeholders and participants in the initiative about | JANUARY 2008 www.icmi.com 28 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008

ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role

ICMI's Customer Management Insight - January 2008

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