QUEUE Spring Vol 2

KEYNotes (Keep Educating Yourself Notes) is available that process should be a lot easier.
KEYNotes is our KCS (Knowledge Centered Support) site. “While KCS is enabled by technology,
KCS is primarily about people. People are the source of knowledge. KCS has proven that
the best people to capture and maintain knowledge are the people who use it every day.”
(George) And the benefits are worth our effort! Here are some benefits to name a few:
Improved resolution times by 25 - 50%
Improved first call resolution and reduced escalations
Dramatic improvement in user success with self-help via the web
Reduced training time for new employees
Improved Support Analyst skills, job satisfaction and confidence
Product improvements based on patterns and trends of the user experience
There are walk through instructions for practically everything. How can we make the
new application more successful you ask? That’s easy! You UFFA! That’s right, Use It, Flag
It, Fix It, Add It. What am I talking about? Look around your cubicle, it’s hanging up, or it
should be hanging in your cubicle. Have you written an Article yet? I think we all have and
if so, you have already done what? That’s
right ADD IT. Have you tried walking a
customer through any of the Articles? Then
you are on to the USE IT portion of that
challenge. Have you had to go back to an
Article you wrote or helped to write and
make a correction? If so, you have
performed a FIX IT. You may not have had
to FLAG IT since you are probably not a
Council Member. But you have done all the other items? UFFA, you’re awesome! As you
write and help to write Articles consider your audience. It is not just for you and your coworkers,
it’s also for the customer, other
departments and new Service Desk members
and IT personnel. So be sure to speak to a wide
audience. It is not just for you and your coworkers,
its also for the customer, other
departments, new Service Desk members and IT
personnel. So be sure to speak to a wide
audience. There are procedures in place to
ensure optimization of the knowledge base.
These processes reinforce each other. Let’s look
at the SOLVE loop pictured here; these are the
processes we use to resolve the customer’s
issue. And the EVOLVE loop is what we do to
improve the system. Following these guidelines