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“If you have knowledge, let others light their candles in it.”

"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. -- Sarah Margaret Fuller Ossoli. “If you have knowledge, let others light their candles in it.”. -- Samuel Johnson.

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“If you have knowledge, let others light their candles in it.”

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  1. "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

  2. -- Sarah Margaret Fuller Ossoli “If you have knowledge, let others light their candles in it.”

  3. -- Samuel Johnson “Knowledge is of two kinds. We know a subject ourselves, or we know where we can find information on it. “

  4. -- Benjamin Franklin "An investment in knowledge pays the best interest.“

  5. -- John Swindlehurst “Help to solve the puzzle, don’t become a part of it. Ask all the right questions.“

  6. Conscientia Consulting Inc. Latin meaning; Conscientia - knowledge shared with others , "being in the know", joint knowledge; knowledge shared with oneself.

  7. Touchstone ATG / Primus - KANA - InQuira - Talisma • 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”. EMC .. Documentum - MS SharePoint

  8. Conscientia Consulting Client Types • Fortune 500 Companies • Midsize Corporations • Knowledge Management Vendors

  9. Client Environments • 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 - $4.25 - $250.00 (Voice Call) • Time to resolve issue – 2 minutes – 3 months

  10. Knowledge Management Assessment Current Knowledgebase Platform • Best Practice Engagements • KB Expansion (Upgrade) Projects • KB Consolidation Projects

  11. Knowledge Management Assessment Future Knowledgebase Platform • Vendor Selection Engagements • Platform Guidance Engagements

  12. Session Agenda • Primary Topics: • How to find the SME within the Contact Center • How create an environment where the SME will sharetheir “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

  13. Corporate Objectives • 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)

  14. Corporate Culture – Share Information • How does the company share information? • How does the department share information? • Vice President • Director • Manager • Supervisor • Team Leader • Agent (Subject Matter Expert)

  15. The SME Content Technology Follow the “Smoke Signals” - • Discovering the SME • What information is being shared • Content Types • Content Structure • Author - SME • How is the information shared • Review the received email - 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

  16. - People Follow the “Smoke Signals” - • How is the information shared • Who do they ask . . . . • What do they ask . . . . • When do they ask . . . . • What is the information escalation path . . . .

  17. Corporate Reward / Recognition • 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)

  18. Contact Information • eMail: jswindlehurst@conscientiaconsulting.com • Send a LinkedIn request

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