• Are you getting the most out of your KCS investment?
• Ideas to assess and tune your support process (bigger than KCS)
1. Understanding support demand and how best to satisfy it
2. Support agent/engineer engagement
3. Capitalizing on what we know (remove known)
4. Enabling collaboration (focus on solving new)
5. Designing the customer experience

Join us for our 15th Annual Member Summit!

November 11-13, 2009

Hosted by Intuit

5601 Headquarters Drive

Plano, Texas (near Dallas)

Map

Who should attend:

• Senior managers of customer service and support organizations
• Managers and planners responsible for the service strategy and organizational development
• Program and project managers for the adoption of knowledge practices
• Program managers for web based self-service and user community initiatives

Meeting Schedule:

9am-5pm on Wednesday, November 11
9am-5pm on Thursday, November 12
9am-noon on Friday, November 13

Registration Information

The registration fee includes the following:
Wednesday: breakfast, lunch, AM/PM breaks, group dinner
Thursday: breakfast, lunch, AM/PM breaks, evening networking reception
Friday: breakfast and AM break

Prices:
$1600 for Consortium Members
$2200 for Nonmembers
Attendees are responsible to make and pay for their own hotel accomodations.

Register

Hotel Information

Topic: Optimizing your knowledge management investment - measuring the health and effectiveness of the support network.

Five strategies for assessing and optimizing the support model

1. Assessing and satisfying Customer Demand for Support - Symantec
   What is the total customer demand for support and how do we satisfy it? Symantec has quantified the nearly famous "Funnel and cloud" model. Symantec will share their assessment of demand for support and discuss how they are looking to measure and optimize the support network in a holistic support model that includes the three support paths; assisted (support center), customer success with self-service and customer success in online communities. What is the optimal use of each path and how do we ensure the highest levels of customer success at the lowest support costs?
2. Are our support agents fully engaged in KCS?
   A popular topic at a number of our town meetings this year was the challenge of getting and sustaining support agent participation in KCS. What is emerging from those discussions is a model for engagement that includes: leadership, measures and coaching. We will discuss the details of this model, members' experiences as well as ways to assess the effectiveness of our engagement strategy.
3. Are we fully capitalizing on what we know?
   The New vs. Known Study at HP, Mentor Graphics and Symantec. Solve it once, use it often - KCS captures the collective experience of the support organization in resolving customer issues. The reuse of solutions is a good thing...to a point. While the near term goal is capture and reuse, the longer term goal is to minimize reuse in the support center by increasing customer success with self-service (often mis-represented as case deflection) or eliminating the source of known issues from the product. Understanding the ratio of new vs. known issues being handled in the support center and the nature of those issues is important in assessing the effectiveness of our self-service model and identifying opportunities to improve self-service. We will discuss the new vs. known study methodology and the link between just-in-time publishing and self-service success.
4. Is our organization collaboration friendly? "KCS is a team sport"
   Creating an environment that enables collaboration is critical in optimizing and sustaining the benefits of KCS. We will discuss the characteristics of a collaborative environment, an assessment tool and techniques to improve collaboration.
5. Designing the customer's support experience
   Our customers want to find answers when they want, how they want, from the channel of their preference. How do we ensure customer success across the support paths (assisted, self-service, community)? What is the right engagement model and how do we design the interface?

Open Space Discussions - Open space has proved to be one of the most valuable items on the Consortium agenda. The attendees define the open space topics and the discussions tap into the collective experience and insights of those present - which is always enlightening!

Opportunities to interact with other members:
-Wednesday evening group dinner
-Thursday evening networking reception