This article provides a roadmap of how to implement swarming in a support organization.
If a swarming event is needed, by definition, there is a gap in your existing knowledge articles (often both internal and external documentation). Leveraging a tool like Slack, building a conversation to documentation conversion process, assigning owners and establishing a workflow can help up-level your proactive Support practices.
What Are the Critical Components?
In order for you to establish a channel of knowledge creation from Swarming events, you need to have a few things in place:
- A commitment for all of Support to contribute to the knowledge base.
- A method for tracking Swarming behavior and report on good versus bad practices statistically.
- An automated way to assign an owner of content creation.
- A tool and/or process for converting conversations / tribal knowledge into articles.
- Recognition of the owner of the newly created content.
Four specific metrics are improving:
- Higher employee satisfaction
- Higher employee retention rates
- Higher Customer Satisfaction (CSAT) scores
- Improved Customer Effort Scores (CES) with 2 tier organizations
Main Steps to Complete
Each of the steps below includes a quick summary of the work needed to implement the Swarming to self service. For each step, the time included next to it refers to the time the topic for that particular step is explained.
Step One - Knowledge Management (05:35)
Make sure you have an effective knowledge management process in place, using swarming to build knowledge continuously. Every time someone asks for help there needs to be tied to that event the creation of a knowledge article or revision of one.
Step Two - Align to Product (10:35)
Setup your organizational structure that aligns to product areas. Assume that specialization will be necessary.
Step Three - KIT: Knowledge first, continuous Improvement, and Team-based Measures (11:25)
Beginning with training and enabling agents to create knowledge article(s) when swarming into the organization. This may require a change management to make certain that the recording of knowledge is priority one.
By definition, if a Swarm is needed, it means that there is knowledge that is not available or has not been shared. So the first step of the Swarming process is to create a place-holder article template.
Step Four - Team-based Measures (13:35)
Tracking Customer Effort, Employee Effort, Collaboration Effort score (energizing teams), same-day and next-day resolution metrics, and Time to Competency. For example, how quickly are new support team members getting up to speed?
See the TSIA webinar recording, Improving the Support Experience with Intelligent Case Swarming (44 mins).
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