Articles
These articles are authored by Stone Cobra advocates of Customer Support Best Practice Methodologies such as KCS and Lean Six Sigma. Check back often for updates and additions.
KCS and Lean Six Sigma thinking can be combined to create a powerful force for increasing ROI and call center capacity. Lean Six Sigma initially maps out the entire call center process looking for redundant and/or inefficient steps. Knowledge-Centered Support (KCS) provides the methodology for improving many of the typical problematic areas found during the mapping process. Chances are bottlenecks exist in your approval process. It is not uncommon for a single tech reviewer/approver to have hundreds of documents to review in a queue… [read more]
Knowledge-Centered SupportSM (KCSSM) can be the catalyst for huge gains in call center efficiency and capacity metrics. This world-class methodology enables the efficient capture, reuse and publication of knowledge. This paper describes implementation experiences my colleagues and I at Stone Cobra have had deploying KCSSM principles and methodologies… [read more]
Coming Soon…
Check back soon for the following articles that currently being written:
- How Good is “Good Enough” for a Support Organization?
- How to Avoid the Common KCS Pitfalls.
- How Do I Shift Culture?
- How Do You Get Out of the Trough Once You Are In It
- Where is the Real ROI in KCS?
- Top Ten: Things that Lead to a KCS Success
- You Know You Are KCS Proficient When…