5 Challenges that Hinder KCS Adoption
Imagine entering a library with a haphazard placement of books! The amount of time it would take to find that one nugget of wisdom is unfathomable. An absolute waste of time and effort, isn’t it?
The same is true when a support agent is assigned a high-priority ticket but is unable to find that one piece of information from the information jungle. This ferreting around for information delays the resolution and further frustrates an already disgruntled customer.
What is missing in both situations? An agile knowledge management system! If your enterprise is sailing on the same boat, you have two options:
1. Continue to tread the same path, looking for needles in haystacks, or
2. Adopt the KCS methodology and up the ante of your KM program
The right way to go about it is the second one. Why, you wonder?
Well, KCS creates a double loop process that helps to accelerate knowledge creation and monitor KBs performance. However, adopting KCS is not as easy as it sounds. It can be an uphill battle for many organizations. This blog post explains why.
Looking at Adoption Challenges that Accompany KCS Initiatives
You can only achieve the pinnacle of KCS success if you are aware of the challenges coming your way and the best practices to combat them. Given below are some stumbling blocks that multiple organizations face:
1. Focus on Quantity over Quality: Building an all-inclusive knowledge base is essential and beneficial for organizational success. However, when an agent’s performance is assessed in accordance with the number of articles they created in a month, the quality of these articles will be affected.
More often than not excessive knowledge creation can shift the focus from reviewing and updating existing KBs to reinventing the wheel. Thereby, pushing your efforts to build an effective KCS program down the drain.
2. Lack of Proper Training & Guidance: Service agents’ responsibilities consist of methodized activities that they must perfect to a T. However, poorly written training material and guides often make the process hard as opposed to simplifying it. This often leads to agents committing errors or worse, delivering the wrong resolution to customers, hence intensifying the data management challenges.
3. Lack of Appreciation & Recognition: The absence of employee recognition has always been a pain point. In fact, 36% of employees felt so strongly about recognition (or lack of it) that it was "the number one reason they're considering switching jobs."
Acknowledging and rewarding employees motivates them to work harder and strive for excellence. But organizations fail to keep a tab of created content and how it performed in a particular period. Naturally, service reps feel demotivated and refrain from putting their best foot forward, thereby plummeting their productivity. As a result, the UX suffers, too.
4. Little Investment in New-age Tech: The primary objective of the KCS methodology is to populate new articles and update the existing ones continuously. However, the service agents’ KPIs are more focussed on handling customer queries and resolving issues quickly.
Due to this disconnect, populating new articles takes a backseat, and the KCS initiative is left hanging on a ledge.
5. Traditional Leadership Practices and Skillset: KCS is not merely a fading fad but a new way to think. What's more, the KCS Academy encourages leaders and managers to lead a knowledge-centered organization by using the right skills and concepts. However, many leaders still have their doubts about adopting KCS and aren’t fully on board. Consequently, they fail to articulate the methodology to their teams which makes it difficult to adopt KCS at scale.
Start Delivering Exceptional Support Experiences with KCS Today!
Now that you’re aware of the challenges that hurt KCS initiatives, it’s time to learn the ropes to elevate your KM programs for good! Join our webinar where Vyjayanthi Sreenivasan, Sr. Manager, Self-Help & Community, Automation Anywhere shares her complete KCS journey: challenges and best practices to devise and scale the framework expeditiously. You can register for the live webinar here.
Imagine entering a library with a haphazard placement of books! The amount of time it would take to find that one nugget of wisdom is unfathomable. An absolute waste of time and effort, isn’t it?
The same is true when a support agent is assigned a high-priority ticket but is unable to find that one piece of information from the information jungle. This ferreting around for information delays the resolution and further frustrates an already disgruntled customer.
What is missing in both situations? An agile knowledge management system! If your enterprise is sailing on the same boat, you have two options:
1. Continue to tread the same path, looking for needles in haystacks, or
2. Adopt the KCS methodology and up the ante of your KM program
The right way to go about it is the second one. Why, you wonder?
Well, KCS creates a double loop process that helps to accelerate knowledge creation and monitor KBs performance. However, adopting KCS is not as easy as it sounds. It can be an uphill battle for many organizations. This blog post explains why.
Looking at Adoption Challenges that Accompany KCS Initiatives
You can only achieve the pinnacle of KCS success if you are aware of the challenges coming your way and the best practices to combat them. Given below are some stumbling blocks that multiple organizations face:
1. Focus on Quantity over Quality: Building an all-inclusive knowledge base is essential and beneficial for organizational success. However, when an agent’s performance is assessed in accordance with the number of articles they created in a month, the quality of these articles will be affected.
More often than not excessive knowledge creation can shift the focus from reviewing and updating existing KBs to reinventing the wheel. Thereby, pushing your efforts to build an effective KCS program down the drain.
2. Lack of Proper Training & Guidance: Service agents’ responsibilities consist of methodized activities that they must perfect to a T. However, poorly written training material and guides often make the process hard as opposed to simplifying it. This often leads to agents committing errors or worse, delivering the wrong resolution to customers, hence intensifying the data management challenges.
3. Lack of Appreciation & Recognition: The absence of employee recognition has always been a pain point. In fact, 36% of employees felt so strongly about recognition (or lack of it) that it was "the number one reason they're considering switching jobs."
Acknowledging and rewarding employees motivates them to work harder and strive for excellence. But organizations fail to keep a tab of created content and how it performed in a particular period. Naturally, service reps feel demotivated and refrain from putting their best foot forward, thereby plummeting their productivity. As a result, the UX suffers, too.
4. Little Investment in New-age Tech: The primary objective of the KCS methodology is to populate new articles and update the existing ones continuously. However, the service agents’ KPIs are more focussed on handling customer queries and resolving issues quickly.
Due to this disconnect, populating new articles takes a backseat, and the KCS initiative is left hanging on a ledge.
5. Traditional Leadership Practices and Skillset: KCS is not merely a fading fad but a new way to think. What's more, the KCS Academy encourages leaders and managers to lead a knowledge-centered organization by using the right skills and concepts. However, many leaders still have their doubts about adopting KCS and aren’t fully on board. Consequently, they fail to articulate the methodology to their teams which makes it difficult to adopt KCS at scale.
Start Delivering Exceptional Support Experiences with KCS Today!
Now that you’re aware of the challenges that hurt KCS initiatives, it’s time to learn the ropes to elevate your KM programs for good! Join our webinar where Vyjayanthi Sreenivasan, Sr. Manager, Self-Help & Community, Automation Anywhere shares her complete KCS journey: challenges and best practices to devise and scale the framework expeditiously. You can register for the live webinar here.
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