From the course: Customer Service: Knowledge Management
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Agents and the Solve Loop
From the course: Customer Service: Knowledge Management
Agents and the Solve Loop
- The big idea behind Knowledge Centered Service or KCS is that agents capture, reuse and improve information while doing their work. What does that actually mean? It means every time they work on an issue where knowledge might help, they execute the solve loop. Let's see how that works. When an agent gets a call, a ticket or an incoming chat message, they capture what the customer is asking, right then. Then the customer's perspective may be very different from theirs so they want to write it down so they don't lose it. Once we have the customer's words, we use them to search the knowledge base to see what we know about the issue. It's pretty rare that we get enough information initially to find the right article. So we ask the customer more questions and search again. In KCS, we search early and often. Sometimes the customer asks about a brand new issue. So we have to figure out how to resolve it. In this case, we…
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