History

Question 1

list the common reasons an organization should implement KCS

Answer 1

• increase value of services provided
• lower support costs
• enable self-service
• improve first contact resolution
• identify opportunities to learn from customer’s experiences
• address the challenge of change and increased scope of support
• decrease stress and repetitive work, increasing engagement of representatives
• provide consistent responses to the same question
• provide answers to complex issues
• respond to and resolve issues faster

Question 2

identify some of the Common benefits that result from implementing KCS

Answer 2

solve and close issues and cases faster

• improve time to resolution by 50-60%
• improve first contact resolution by 30-50%

optimize resources

• improve time to proficiency by 70%
• improve employee retention by 20-35%
• improve employee satisfaction by 20-35%

enable e-service strategies

• improve customer success and adoption of self-service
• increase case deflection up to 50%

build organizational learning

• close loop with product development through actionable information about customer issues
• issue reduction up to 10% due to root cause removal

Question 3

identify the three levels of KCS benefits

Answer 3

direct - operational improvements that are near term (3-9 months)

applied - new ways of delivering service and support.

leveraged - knowledge allows support organizations to offer new kinds of services

Question 4

identify the two types of KCS benefits

Answer 4

qualitative (subjective)

quantitative (objective)

Question 5

identify the entity that Owns and maintains KCS

Answer 5

The Consortium for service innovation created, owns, and is responsible for maintaining the KCS principles and core concepts documentation

Question 6

explain Why KCS was created

Answer 6

KCS was created to reuse, improve, and create knowledge to improve efficiency and effectiveness of support organizations

Question 7

explain who the consortium for service innovation is

Answer 7

the consortium for service innovation is a non-profit alliance of customer service organizations that working together to solve industry-wide customer service challenges