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An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS program. Jorge Carrasco, Social and Community Manager and Head of the KCS program at Quest, will share Quest’s KDA program and how they expanded the role of the Knowledge Domain Expert (KDE) to also include activities in their Communities and Social channels. They dubbed this part-time role the Social KDE.
Duties include the typical KDE tasks such as:
- Content Gap Analysis
- Shifting known problems from the Agent-Assist Channel to the Self-Service Channel
- Communicating top customer issues from their Support channels (Agent-Assist, Self-Service, Communities and Social) to Development for potential product enhancements
Additional duties for their Social KDE role include:
- Harvesting knowledge from their Community and Social interactions
- Promoting valuable knowledge articles in the Community channel
- Answering Community and Social questions that the external Community has not answered
In this session, Jorge will share many best practices to optimize a KDA program, including:
- How Quest prioritizes and structures Social KDE tasks and the respective cadence (daily, weekly, monthly, quarterly) of those tasks
- How they support Social KDEs with a robust set of reports to inform and enable their tasks
- How they sell the value of Social KDE activities to senior leadership
As always, there will be time for Q&A.
KCS is a registered service mark of the Consortium for Service Innovation. By registering for this event, I am agreeing to abide by the Member Rules of Conduct and the Photo Policy.
KCS is a registered service mark of the Consortium for Service Innovation. By registering for this event, I am agreeing to abide by the Member Rules of Conduct and the Photo Policy.