Historically, knowledge management programs and technology for support organizations had one goal: to automate the common, repetitive problems, so support engineers could focus more time on new and unique issues. The general assumption used the Pareto Principle that 80% of issues had occurred before, while 20% of issues were new. The role of knowledge management and automated search technology was to create and find content for those 80% of issues, and let agents run the play for the remaining 20%.
For many B2B enterprise technology companies, this strategy failed to achieve sufficient success as product support became more complex. Thankfully, our friend, John Ragsdale, has some fantastic research to share on not just why this approach isn’t working for many support organizations, but also got some innovative ideas on how to do things differently with a different approach that observes and learns from real support interactions to build dynamic and reusable diagnostic maps that not only find answers, but even produce the decision paths and investigative steps that lead to successful resolutions, even in highly complex situations.
Register for this Interactive Webinar at 9am pacific, Tuesday, April 7th