Pitfalls & Best Practices for KCS Implementation - Michelle Stumpf KCS Practice Director & KCS v6 Certified Trainer

Pitfalls & Best Practices
for KCS Implementation
Michelle Stumpf
KCS Practice Director
& KCS v6 Certified Trainer

Presented by:

 Michelle Stumpf
 KCS Practice Director
 Upland RightAnswers
    • https://www.linkedin.com/in/michellestumpf/
    • mstumpf@uplandsoftware.com

 • 20+ years experience in Knowledge Management
 • KCS Certified Trainer
   •   Trained & Certified 100’s in KCS
 • Successfully implemented KCS in many organizations

Introduce KCS to your agents the
           RIGHT WAY

“This is your job now”   Appropriate training
 is NOT the right way!    is a requirement!

 First Impressions are Everything….

It is NOT a smack down!   Talk positively about coaching…
                                       ALWAYS!

Coaching is an investment in KCS Skills

What’s
          Strategic
                                   Changed?        My
         Framework
                                              Contributions
                       What’s in
Vision                IT for me?

Show Value
Communication & Celebration
Agents should be in on this!
Strategic Framework & Communication Plans

So…
what happens in a KCS
environment when the
communication stops?

     KCS
      flies right out the window

 Those aren’t KCS articles he’s holding…
                      …or maybe they are!

Candidate   Contributor        Publisher

                                  It goes beyond the new
                                  knowledgebase functionality
                                  they gain

                                  Recognition program

                                  Make it FUN!
Create Value:
KCS Licensing Model

Never
forget the 4
Principles of
KCS
•   Demand Driven
•   Abundance
•   Create Value
•   Trust

Abundance                               Scarcity
• Using the Licensing Model for         • 10 Publishers is “all we need”
  Knowledge Workers who are             • KWs don’t “need” to edit, its fine if they
  interacting with the Knowledgebase.     just flag

TRUST                                   NO TRUST
• Using the Licensing Model for         • Can’t update / edit articles
  Knowledge Workers who are             • But… they’ll delete all the articles!
  interacting with the Knowledgebase.

• Make it easy to use, flag, fix and add
                            knowledge!
Agent Workflow should
                          • Integrate with where they're working
be smooth….               • Don’t put too many rules in place,
                            becomes too cumbersome
  Not clunky or painful
                          • *Shameless RA plug

You are not alone
in implementing
KCS
• Partner with the right tool… It’s
  not just about the
  functionality…
  ….it’s about expertise

• Identify & Leverage your
  influencers!

• Cultivate your own KCS
  Community

• We are here for you!

We are here to help you be successful with KCS!

      Training & Certification            KCS Implementation                  Consulting & Health Checks
  •    KCS Practices 3-day            •   Get KCS up and running quickly!     •   Solidify the current state of your
       Workshop & Certification           In most cases in 90 days or less!       KCS deployment or strategy.
  •    KCS Practices 1-day Overview   •   Get KCS right the first time        •   Identify and remediate problems
  •    KCS Leadership Overview            avoiding any common pitfalls!           with our guidance.
  •    KCS Coach                      •   Empower your KCS adoption           •   Fine-tune your KCS approach.
  •    Intelligent Swarming               team with a clear path without      •   Maximize return on your
  •    and more…                          any guesswork!                          investment.

  Empower your teams to effectively support and enable the success of your KCS Processes

1st KCSv6 Verified Knowledge Application
                                + KCS           + Federated search         + Upland Analytics

                           + Improved customer experience             + Improved agent experience

                    + Knowledge-Paks           + Knowledge Services       + Communities         + Chat bots

               •   Integrated KCS Onboarding – Get Up and Running in 90 days!
                                • Join our KCS Community!
                   CRM        Authentication                ITSM             KM Collaboration   Bug/Issue Management
Integrations

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Q&A