Knowledge Centered Support

Tammy Jo (TJ) MartinezDirector, Customer Support Services

What is KCS?

Consortium for Service Innovation

Why KCS?

• Solve incidents faster– 50 -60% improved time

to resolution– 30-50% increase in first

contact resolution

• Optimize Use of Resources– 70% improved time to

proficiency

• Enable eService strategy– Improved customer

success and use of web self help

– Up to 50% call deflection

• Build organizational learning– Actionable information

to product development– 10% issue reductions to

root cause removal

UNM IT sees a need to scale and extend our support capabilities because we do not have endless staffing or budget resources.

KCS – major shift in thinking

Individual to TeamActivity to Value creationCompletion to Evolution

Escalation to CollaborationContent to Context

Knowing to Learning and Sharing

4 basic concepts

• Integrate the creation and maintenance of knowledge into the problem solving process

• Evolve content based on usage and demand

• Develop a knowledge base of collective experience to date

• Reward learning, collaboration, sharing and improving

Attributes of knowledge

How do we get the knowledge we have? When do we stop learning? How confident are we in our

knowledge? 100% confident in what we “know”?How do we gain in what we know?

People-Process-TechnologyKCS @ UNM IT

Lobomail!

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Questions?