From the course: Customer Service: Knowledge Management

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Measuring program health

Measuring program health

From the course: Customer Service: Knowledge Management

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Measuring program health

- A client seemed to have the best executive sponsor ever, an enthusiastic advocate for KCS, excited about the benefits. Unfortunately, he was so excited he skipped steps during the rollout. He was so impatient for value he didn't lay the groundwork of a healthy program so he didn't see the benefits he expected. How's your program going? A strong program that delivers results is important to agents, the program manager, and the executive sponsor alike. And measures tell you if your program is delivering results. To learn how your program is working, pay attention to activity trends. Are people creating articles? Are they reusing existing articles and updating them as needed? In other words, is the solve loop becoming a big part of agents' work lives? Increasing activity, more reuse, more improvement is a strong indicator. As you have more articles to reuse you don't need to create as many articles. You've…

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