Knowledge as a Service

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Kory Andrews
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1 Kwdg v Bg dym kwdg y m mx WD, A Xx Cmpy pvd m-h kwdg mgm, m d y hp bd dv m ffv m v xp. WD Kwdg v dp y m h p wh zd, dym d p f kwdg pvd ffv d pp f y m h mx. Why gd m kwdg mp? A gz f g m, mvg mh ff pb w- dg, f-v h h mgd v mhd mg. Hwv my m dpym ppd m h hg m dmd, d h fg pvd wh d b. T f pp d p gd, md pbm, d p fm; hdg h df d f m. Avy, mp f b dfy wh h m d, d hd hf b vb hgh h dg hp p. Th my b d k f,, kwdg xp dd d m h wh pbm yp d f- h.

A gz f g m, mvg mh ff pb w- dg, f-v h h mgd v mhd mg. Hwv my m dpym ppd m h hg m dmd, d h fg pvd wh d b.

2 Wh WD Kwdg mgm? O Kwdg v (K) mb f, mhdg, d b p h bd v pd d v kwdg h mx wh y dpg pd w dv, pd v h. A WD w gz h h ppy f f d m bh vg d fg m mpwd wh h dv. Tp Kwdg yp by g 2.6% v Advy 4.4% Lg pp 23.7% Hw / p Gd Why WD Kwdg mgm dff? O K q b dvd by m f xp wh wk y wh dvp d dpy h gh kwdg wh m vm m g wh xg ym qd. O K dpyd, y dy kwdg g d q y dd h q kwdg d, g h g d f- wy hv h gh. WD K kwdg pp h p 60% f pd dv h. Th 80% 60 dy f h. % kwdg 34.3% FAQ 33.6% Tbhg Gd % Dv h m R T Dv Ph v Kwdg hkd f y 80% 60 dy Q C W w K f-c ff C m D K w A g d d g C C C C C IVR d g Kk A k w v w P v v y R T T T E x y p Kwdg d by www q Impvg Kwdg b d d AHT by p 51% Wh h ky bf? K h b ppd f-, d h. By pvdg wh dym, d kwdg b, hy bf fm: Id F C R (FCR); df d v. Rdd Avg Hd Tm (AHT); hd m d dv. Impvd m xp; NP d m f. Id y f d v f pbm vg mx w my pd. Kwdg bg vb h dy f h. 43% ECALATED TIER 2 AGENT 1 ONE KNOWLEDGE ARTICLE POTENTIALLY CONTAIN 21.5% OF THEE CALL AT TIER 1 Af fdg h 43% f w d T 2 g, K y dfd h h f g kwdg d py 21.5% f h T 1. N Pm d NP gd v mk, d N Pm d N Pm ym v mk, f B & Cmpy, I., mx ym, I. d Fd Rhhd.

WD K kwdg pp h p 60% f pd dv h. Th 80% 60 dy f h. % kwdg 34.3% FAQ 33.

3 Why d y d Kwdg mgm? 1. Pm y h Ug dyg kwdg f h b dpyd wh hd py pp f wh WD m pd, K y pp qy d h v f pbm vg y h. 2. E fm p--d O y pph m h pp kwdg y gd d fd f h mmd qm d dym f m. W p d yz d p f d, fm pd d g pbm yp d d mpv kwdg b. 3. Dv g v Wh y pp qy gd f h, m jy h b m fh h m v hm; dg m d ff p by m d g k A wb gp y hghghd hw y 17% f h p 75% dv hd d y h. C kwdg mgm d fv d hp vd h dfy. Ky f WD Kwdg: Ov 7000 dv m wh v 243K jy d 86K Tbhg, Hw T d FAQ gd Nw Kwdg d by d J Fb M Ap My J J C pdd vy mh Ag p mb dv Ov 80 m / mh hgh WD O Nv 1288 D 1049

Dv g v Wh y pp qy gd f h, m jy h b m fh h m v hm; dg m d ff p by m d g k. 5102 A wb gp y hghghd hw y 17% f h p 75% dv hd d y h.

4 K pp FRm m O pp f K FRm, f, ph v m f h m dy h w y hv pd hd xp wh h phy dv. I d h by mbddg pp kwdg hgh df, v mg f bh h phy dv d v f. FRm b ppd vm: Ud y-bf-y-by, w xp dv f fy kk -. I h, gv g x fd pdg m FRm w hm gd m hgh f hy hv h m dv h hd. Fwg wb gp y g p dv wh, w fd h 90% f h p w vb b 70% f hm w f f pp. 90% TOP OLUTION AVAILABLE ONLINE 70% NOT FIT FOR PURPOE Bf f FRm: Hgh NP hk mpvd d dd m xp dv -dph bf ph. Impvd CAT b f mpvd FCR, w AHT d dd Hd Tm g b fdy gd m hgh. HANDLE TIME RETURN HOLD TIME - + NP ALE CAT FCR I dd, FRm pvd p m, h wh hy dd, wh dv md bd hy hv kd w gh fm g f h m, h h p hy k v p m. Th d w dv m pp mpvm d kwdg w h dvpm f m f-v.

Fwg wb gp y g p dv wh, w fd h 90% f h p w vb b 70% f hm w f f pp.

5 Wk-hgh Gd Dpyd, f-, h v Wk-Thgh Gd p-by-p dv m whh wk h hgh pf k h dv. Eh d x whh mpd by h d h p whh hghgh h, b g dd pg h x p. H p v d b ppd pg h x p. Avy, x, bk d b b vg h. Tbhg Gd m h bv, h Tbhg Gd f kwdg dgd hp hm v h dv wg, fzg, whg ff g pdby. Eh gd xp h d wh ympm hp dd, d h bk dw h bhg y fw p. I k dd kwdg dg hd py. B f bh f- d g, K Hw- Gd y d x d v gd f pg dg dv. Cm Lfy Add K f d h Cm Lfy wdg whh, g h m dv v d gd, dpy k h p 5 m v bd h m pg hgh h m fy; d h FAQ wh x d mg bd w mm d g q. F h m dy, WD ff Dv pf, pg p 600 vdd, dv pf p dv dg, b md ; hdw f, m pp, by pf, vy pp, wk pp d m d mgg pp. Kwdg v ky mp f-, d. Udp y m h p wh zd, dym d p f kwdg dv ffv d pp f y m. T fd m b WD Kwdg v, p : Ab WD WD, A Xx Cmpy, gb d h dvy f fm m. B d gv hgy pfm h y fm h m h p hgh, WD hp vg h xg d ffy h -mx; fm mpvd g pfm f- m d p. Q mpy, WD b m fd h w hy d d h vy m xp b h h. WD, A Xx Cmpy h dg m f W D v Ld gd Egd d W wh mpy mb Rgd dd - W D v Lmd, 160 Q V, Ld EC4V 4AN. VAT mb GB WD p (d hby dm) y pby f dmg d by m. A gh vd WD, A Xx Cmpy 2015.

Cm Lfy Add K f d h Cm Lfy wdg whh, g h m dv v d gd, dpy k h p 5 m v bd h m pg hgh h m fy; d h FAQ wh x d mg bd w mm d g q.

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Monitoring Call Center Applications with Application Response Mg App wh App p U Hh App p m mg h pfm f pp, h kp pp by pv b pp h hy f g m. Wh App p, y f pp pmz p m fy bh pfm pbm bf hy mp pvy. App p m h - p m f h pp whh y pv y wh pg m q: h kp pp, m b pp, h. I pv --