From the course: Customer Service: Knowledge Management
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Organizations and the Evolve Loop
From the course: Customer Service: Knowledge Management
Organizations and the Evolve Loop
- The solve loop is the core of knowledge-centered service, or KCS. But you can't just tell people to do the solve loop and expect them to do it with speed and precision. It's a big change in their jobs, so we need to support them. In KCS, we call the support we give our agents the evolve loop. The evolve loop is all the things organizations do to make the solve loop work better. Who makes up the evolve loop? Managers and leaders are a big part of it. But as agile says, a leader in every seat. There are lots of roles people can take and things that we can all do to improve the solve loop. The evolve loop is made up of four processes. Leaders communicate the vision. A compelling big why will inspire agents. It'll help them lift their heads up from the endless stream of calls and contacts and see how they're part of a bigger, more meaningful picture. Leaders need to remind people that shared knowledge is power. Next is…
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