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Measures drive behavior. To transform services organizations, leaders need the right measures to inspire, improve, and demonstrate value. Measures are especially important for implementing KCS, the industry best practice for managing knowledge while delivering service. KCS requires team members to rethink their jobs. They're no longer just closing cases, they're contributing to a knowledge base that helps their colleagues close cases faster, and helps customers help themselves without opening cases.
Focusing solely on traditional operational metrics makes it harder to make this change. In this practical session, Extreme Networks and DB Kay will show examples of the measures that they used throughout Extreme's KCS journey, as well as specific techniques for generating them. (Unfortunately, out-of-the-box reporting is never sufficient.) From the early days focused on behavior change, through generating operational benefits, to web self-service and beyond, you'll see and hear just what it takes to drive the KCS transformation.
Principal, DB Kay & Associates
Services Business Analyst, Extreme Networks
KCS Program Manager, Extreme Networks
Publish Date: May 3, 2017
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