Presentation on theme: ""The more extensive a man's knowledge of what has been done, the greater will be his power of knowing what to do." -- Benjamin Disraeli."— Presentation transcript:
"The more extensive a man's knowledge of what has been done, the greater will be his power of knowing what to do." -- Benjamin Disraeli
If you have knowledge, let others light their candles in it. -- Sarah Margaret Fuller Ossoli
Knowledge is of two kinds. We know a subject ourselves, or we know where we can find information on it. -- Samuel Johnson
"An investment in knowledge pays the best interest. -- Benjamin Franklin
Help to solve the puzzle, dont become a part of it. Ask all the right questions. -- John Swindlehurst
Latin meaning; Conscientia - knowledge shared with others, "being in the know", joint knowledge; knowledge shared with oneself.
Knowledge Management Enterprise software applications that support the capability for the SME to create Knowledge Articles – In most situations the articles are created in workflow while managing the customers issue. Content Management Enterprise software applications that support the capability of the management of documents. ATG / Primus - KANA - InQuira - Talisma EMC.. Documentum - MS SharePoint
Contact Centers – Software, Wireless, Cable Supporting both Internal & External Customers 1,000 – 15,000 Seats Agent Types Typical Call Center Rep – 6 months - High School Technical Support Engineer – 15 yrs - Masters Follow The Sun Operation Model Cost per incident - $ $ (Voice Call) Time to resolve issue – 2 minutes – 3 months
Primary Topics: How to find the SME within the Contact Center How create an environment where the SME will share their wisdom with other representatives. A few slides for discussion focus Interactive conversation Session Keeping Who is going to keep the session on topic Parking Lot volunteer
What are the objectives for the company? What are the objectives for the department? Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)
How does the company share information? How does the department share information? Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)
Discovering the SME What information is being shared Content Types Content Structure Author - SME How is the information shared Review the received - Xobin Review My Recent Documents Look for shortcuts – Desktop / Browser What information is posted on the walls What information is within the ref. binders Websites – Document repositories - WIKI
How is the information shared Who do they ask.... What do they ask.... When do they ask.... What is the information escalation path....
What are the Reward / Recognition for the company? What are the Reward / Recognition for the department ? Vice President Director Manager Supervisor Team Leader Agent (Subject Matter Expert)