Innovation at the service desk: what brings #kennislogistiek your employees?
Service organisations depend on the expertise of their staff. Despite continuous training and coaching, there remain differences between employees. Differences that determine the quality, productivity and customer satisfaction. Gradient, illness or leave and influx of new or temporary staff concerns and working pressure. On the other hand, impedes the accumulated expertise the ability to adjust for flexible changes of new rules, procedures and specifications.
This dependence on expert employees limits the organisation's ability to become more effective and to further improve its productivity and quality. What if new, temporary and experienced employees know as much through knowledge support?
What does knowledge support?
Knowledge support offers employees a one-stop-shop to a knowledge base for all their questions. Every employee will quickly find the relevant information and instructions to work independently, at a high level.
Experts and management feed the knowledge base with formal information, for example with product or service information, procedures and work instructions. Is missing from the knowledge bank the right information then the employee it somewhere going to ask, itself a private answer or solution, possibly after consultation with colleagues or advice from experts. The knowledge system supports this by flawlessly to find the person or Department who knows the answer or responsible. And promotes that employees share their knowledge and respond in a timely manner. So efficient of the one who has knowledge flows to those who need it to do their jobs.
Validation and develop knowledge
At knowledge support is not about the completeness of the knowledge base but to the process that continuously updates the knowledge base and make available relevant information for all employees. Knowledge is in the work process in the knowledge base captured and processed immediately and made suitable for reuse. The knowledge base updates constantly based on actual customer needs.
Knowledge is validated during use. Staff will use knowledge such as that is, enhance, complement, or provide feedback. Validation during the use promotes the quality and makes employees responsible for and involved in their own support. Employees are building on each other's knowledge.
Captured information that, on the basis of actual need, has an impact on the services but not yet formalised, the knowledge system. In this way, the Organization grip and insight on current events and control the service desk.
Innovation in knowledge support
The knowledge bank is a self-learning knowledge ecosystem where everyone contributes and to his advantage. The management is driven by the users in their different roles of those, experts and management. The implementation is in the hands of artificial intelligence of the knowledge system that acts on the use, feedback and the wishes of the users. It optimizes itself, updates, send people and cleans up dated information on.
The innovation in knowledge support makes it possible that everyone knows as much as the best employee. Factual knowledge about products and services, procedures and work instructions. The availability of shared experience and knowledge for answering questions and problems, leads to more productivity and quality. Organizations can more effective dealing with varying workloads and changes in the environment.
Start with start
The Hylo knowledge system is available in the cloud and can be flexibly integrated into your organisation and infrastructure. The 'counter' knowledge support for your employees can be added to any application, intranet or available as an employee desk. Existing information from all kinds of sources, such as SharePoint, can be unlocked. You can start right away.
Ask the customer driving the further development. Within 90 days after the start is already reached a level where 90% of all questions and problems using knowledge support can be handled. After that it grow to perfection.
Reference:
For more information see Also www.hylo.nl or Please contact us on.
Read more on this topic:
– Openly work: a info website by tax authority officials; it is 3 years old but explains things well. More recent are the experiences as published by Gartner and in Harvard Business Review (HBR jan 2016).
– All comprehensive information can also be found at the Service Innovation Organisation.
