Knowledge Centered Support Tammy Jo (TJ) Martinez Director, Customer Support Services

What is KCS?

Why KCS? Solve incidents faster – % 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 Consortium for Service Innovation

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 Team Activity to Value creation Completion to Evolution Escalation to Collaboration Content 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-Technology UNM IT

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Questions?