June 7, 2018 KCS Roundtable...WEEK 1-3 Assessment Site visits WEEK 2-4 Analysis Findings Report WEEK...

KCS® RoundtableLaurel Poertner | Director, Education Services Coveo

June 7, 2018

Laurel PoertnerDirector, Education Services, Coveo

Laurel leads Coveo’s Education Services team and is a KCS v6 Certified Trainer.

Rocco CervantesSr. Advocate, Technical Support Operations, MEDALLIA

Rocco leads Medallia’s knowledge practice on their Technical Support team, and

is KCS v6 Certified.

HEADING

Agenda

7:45

7:30 Introduction

Medallia’s story

Open discussion

Future topics

8:15

8:45

5

Where are you on your journey?

Knowledge-Centered Service (KCS®)

Talk to your neighbor(s)

Write down any burning questions

*KCS® is a service mark of the Consortium for Service InnovationTM

https://serviceinnovation.org

KCS Adoption Challenges

KCS v6 Adoption Guide

Buy-in from middle managers

FEBRUARY

Measuring KCS ROI

Self-service vs. Case Deflection

KCS ROI Model

APRIL

Executive Sponsorship

Strategic Framework

Communication plan

MAY

KCS Adoption Challenges

Coaching resources

Licensing & AQI/PII

MARCH

Join our KCS Roundtable discussion group on the Support Community.

Coveo Knowledge Base Article #3011

KCS® RoundtableFirst Thursday of the month

6 © 2018 Coveo Solutions Inc - Proprietary and Confidential

https://support.coveo.com/s/group/0F90d0000004c5ECAQ/coveo-kcs-roundtable

https://support.coveo.com/s/article/3011

Medallia © Copyright 2018. Confidential. 7

Our KCS JourneyRocco Cervantes


Scaling Globally

Where we started Building Foundation

Where we are headed


Support Complexity

Make it Engaging

Drive Operational & Strategic Action

INTEGRATE INTERPRET/ACTLISTEN

Operational DataMulti-Channel

Data Collection

Real Time DistributedAction & Improvement

Executives Insights

FrontlineManagersCall Center

Big Data EngineIn-Memory AnalyticsNative Text Analytics

Organizational Mapping

MedalliaCustomer Feedback Management Platform


Medallia SupportAll metrics are of last year

+123,000 cases

38 Support Agents

75.7 Net Overall Satisfaction with Support Experience

1.1m Active users (per quarter)


Where we started

Scaling Globally

Building Foundation

Where we are headed


Our First AttemptGoal of 2 Articles per day per person, only for task-based work

No Content Standard

Siloed and tribal knowledge with no Product Documentation

No Training


Article Creation Over Time


Articles Attached


What was going for us

Executive buy-in

Team Culture of Collaboration

Interested dedicated resource

Appetite for Product Knowledge


How can we scale our team, and grow as fast as

Medallia?


Where we started

Scaling Globally

Building Foundation

Where we are headed


Learning KCS


Leveraging our Tools

Keep it Simple!



Agent Search

Self-Service Search

http://www.brandsoftheworld.com/logo/jira?original=1https://www.pcmag.com/review/354895/amazon-s3https://upload.wikimedia.org/wikipedia/en/thumb/8/83/Salesforce_logo.svg/1200px-Salesforce_logo.svg.pnghttp://www.logotypes101.com/logo/coveohttps://images-na.ssl-images-amazon.com/images/I/51Dviw%2BFTHL._SX331_BO1,204,203,200_.jpg

http://www.brandsoftheworld.com/logo/jira?original=1

https://www.pcmag.com/review/354895/amazon-s3

https://upload.wikimedia.org/wikipedia/en/thumb/8/83/Salesforce_logo.svg/1200px-Salesforce_logo.svg.png

http://www.logotypes101.com/logo/coveo

https://images-na.ssl-images-amazon.com/images/I/51Dviw%2BFTHL._SX331_BO1,204,203,200_.jpg


KCS Workshop

4 hour, hands-on session

Content Standard and Great Article Checklist

Focused on key tenets of KCS with hands-on practice

Focus on the value


Where we started

Global Adoption

Building Foundation

Where we are headed


Driving Global Adoption

1. Focus on the wildly important2. Act on the lead measures3. Keep a compelling scoreboard4. Create a cadence of accountability


Developing our ApproachIncrease number of Self-Service sessions logins without a case submission

Choose WIG Build Scoreboard Establish Cadence Launch!

Built collaborative spreadsheet to track metrics

Set up WIG Sessions and identified champions

Started tracking metrics globally


How do you incentivize on

KCS Activities?


Lead Metrics

Measurement MattersLag Metrics

• % of Cases with Validated External Article attached (>90%)

• Article Quality Index (>70%)• Resolution Quality Index

(>70%)

• Increase clicks in Top 5 Search Results from 110 to 330 per week

• Increase # of posts/comments in Community from non-Support members

• Increase number of sessions on the Community without Case Submission


Using RQI

https://www.dbkay.com/kcs/from-article-quality-to-resolution-quality

Linkage Inaccurate Does the attached article inaccurately contribute to the case’s resolution?

Reuse Loss Did we miss an opportunity to attach a pre-existing article?

Improvement Loss Did we miss an opportunity to improve an article based off the Great Article Checklist?

Capture Loss Did we miss out on an opportunity to capture new knowledge (in the form of a new article)?


RQI Flowchart


Outcomes of 4DX

Agents were talking and thinking about KCS!

Engaged mid-manager buy-in, crucial for KCS

sustainability

Built collective culture, with an emphasis on knowledge sharing

Established consistent behaviors, and metrics

trend in the right direction


Article Creation Over Time


Articles Attached over Time


RQI Over Time


Key Learnings

Measure the right metrics

Training and Coaching is key

Don’t get stuck on the tools or process


Where we started

Global Adoption

Building Foundation

Next steps for our org


Strategic Goals

Drive engagement with Coveo Case Deflection

Panel

Pass Case and Article data back to Product

KCS Dashboard (Program and Individual)


Case Deflection


Let’s continue the conversation digitally:● [email protected]● www.linkedin.com/in/roccocervantes● Coveo Roundtable Community

Thank you!

mailto:[email protected]

http://www.linkedin.com/in/roccocervantes


WEEK 1-3Assessment

Site visits

WEEK 2-4Analysis

Findings Report

WEEK 5KCS v6 Practices

Training

WEEK 6-8KCS Design Session

Our approach is based on over 25 years of combined experience working with organizations to improve

customers’ experience and increase self-service effectiveness through knowledge sharing.

Knowledge Management Preparation ServicesPeople, Process, Technology


https://www.coveo.com/en/services/knowledge-management

1 2 3 4

Knowledge AssessmentProvides a thorough evaluation, summary of findings and recommendations pertaining to knowledge sharing and management

practices within your organization

DiscoveryReview organizational

goals, structure,

technology, success

metrics and current

processes.

InterviewsQuestions focus on gaining

perspectives of all

stakeholders on current

processes, culture and

measurements.

Self-serviceReview self-service site

experience based on

Association of Support

Professionals(ASPOnline)

criteria.

DeliverablesA written report is

provided and includes all

notes, ROI and maturity

model, gap analysis and

recommended roadmap

and timeline. 40 © 2018 Coveo Solutions Inc - Proprietary and Confidential

http://www.coveo.com/-/media/Images/KB-Ops/CoveoOKSA_InfoSheet_v2.ashx

41

Public classes - $1,500 pp

KCS® v6 Training

Virtual, Instructor-led – Oct 15-19

Certification exam through Kryterion

Hosted at your facility

Up to 16 people

$2,000 credit if publicly hosted

Private classes - $15,000

8 KCS Practices

Process Improvement

Content Health

KCS Measures

Leadership / Communication

KCS Adoption

KCS Principles and concepts

KCS v6 Certification Exam

Agenda

https://pages.coveo.com/KCS-Training_LP.html

Strategic FrameworkDocument the success measures of KCS and how

they align and contribute to the overall

organizational goals and objectives

Content StandardDocumentation to describe the format of an Article,

writing style, metadata and Article life-cycle states

WorkflowWorkflow diagrams to document the Solve Loop

processes for each team of knowledge workers

Performance AssessmentMeasures for individuals, teams and organizational

performance

Communications FrameworkIdentification of audiences, key messages, frequently

asked questions and objections

KCS Strategy and RoadmapIdentification of the waves of implementation and

timeline for engagement of the subsequent waves

and phases of implementation

KCS Design SessionDesign and develop all the deliverables needed to implement KCS

https://www.coveo.com/-/media/Files/Training/CoveoKCSv6DesignWorkshop.ashx?la=en

Process Integration IndicatorsHow to get started and utilize the PIIs within your KCS initiative

Coaching challengesWhat are some familiar ditches and how to dig yourself out

KCS Strategic FrameworkDive into different KCS contributions and how they align with business objectives for the primary stakeholders

Getting startedDiscuss best practices in determining

which groups to roll out KCS with first

Middle / Line Manager Buy-inHow to ease the challenges of

managers who feel the squeeze of implementing a new methodology

02

04

06

01

03

05Self-service vs. Case Deflection

Discuss different ways to measure and communicate self-service success

Open DiscussionBreak out into different groups by topic


44

Coveo Knowledge Sharing

COVEO CUSTOMER COMMUNITY

Coveo KCS Roundtable discussion group

Join us!

Communicate with customers online about KCS

best practices.

All KCS Roundtable information is shared here.


Next KCS Roundtable

July 19th 11:00 am EDT / 8:00am PDT

Topics:

To be determined from today’s session

45

Register here!

https://pages.coveo.com/KCS-Roundtable.html

Prefunction Lobby , 2nd floor

BOOTH

INNOVATIONSHOWCASE

Prefunction Lobby , 2nd floor

48

Laurel PoertnerDirector, Education Services, COVEO

Rocco CervantesSr. Advocate, Technical Support Operations, MEDALLIA

www.linkedin.com/in/roccocervantes

@laurelpoertner

www.linkedin/in/laurelpoertner

Thank you!

THANK YOU


● JIRA Logo: http://www.brandsoftheworld.com/logo/jira?original=1● Amazon s3 logo:

https://www.pcmag.com/review/354895/amazon-s3● SFDC logo:


● Coveo logo: http://www.logotypes101.com/logo/coveo● 4DX:


Works Cited?

http://www.brandsoftheworld.com/logo/jira?original=1

https://www.pcmag.com/review/354895/amazon-s3



http://www.logotypes101.com/logo/coveo



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