What do happiness and knowledge have in common? At first glance, they might seem like unrelated concepts, but a fascinating video I recently revisited draws a compelling connection between the two. This video, which I first watched a decade ago, explores how both customers and support agents share a common need for answers and how effectively managing knowledge can lead to greater satisfaction and happiness for everyone involved.
The Intersection of Happiness and Knowledge
The video begins with a simple yet profound observation: we all want to be happy. Most of us experience happiness most of the time, but there are always exceptions—moments of frustration and dissatisfaction. In the realm of customer support, these exceptions often arise from repetitive issues. Customers become unhappy when they have to repeat the same problems, and support agents share this frustration when they have to address the same issues repeatedly.
The Burden of Repetition
The video reveals a staggering statistic: 65% to 90% of support incidents are repeats of previously encountered problems. This redundancy is not only a source of frustration but also a significant drain on resources. High Tech Support Teams, in particular, see less than 3% of the total demand for support, leaving a vast majority of potential issues unaddressed. This cycle of repetition prevents support teams from addressing new and unique problems effectively.
The Shared Need for Answers
Both customers and support agents face what the video calls “exceptions.” For customers, these exceptions sound like, “I’d like to do something, except…” For support agents, it’s, “I’d like to help, except…” These exceptions highlight a shared need: the need for answers. The video insightfully points out that capturing and reusing knowledge can turn these exceptions into manageable tasks, reducing frustration and improving efficiency for everyone involved.
The Power of Knowledge Management
By capturing and reusing knowledge, support teams can break the cycle of repetition. This approach not only resolves current issues more effectively but also builds a valuable knowledge base for the future. Effective knowledge management ensures that information is preserved and accessible, transforming how support is provided. The result is happier customers and more satisfied support agents. The video makes a compelling case that knowledge, when managed correctly, leads to happiness.
A Timeless Lesson
Watching this video again after ten years was a powerful reminder of the enduring relevance of Knowledge-Centered Service (KCS) principles. The insights it provided were eye-opening when I first watched it, and they remain just as valuable today. It’s fascinating to see how the fundamental principles of KCS continue to hold true, highlighting the timeless nature of good knowledge management practices.
If you find yourself dealing with repetitive problems and frustrated customers, it might be time to rethink your approach to knowledge management. Sometimes, the key to improvement lies in revisiting and reapplying old wisdom.
Curious to see the video that reignited my passion for KCS? You can watch it here. It’s a great reminder of how enduring and effective KCS principles can be.
In summary, this decade-old video provides valuable insights into the importance of capturing and reusing knowledge to improve customer satisfaction and support efficiency. Revisiting it was like rediscovering a gem from the past, and its lessons are as relevant now as they were then.
