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New Dimension in Customer Service

New Dimension in Customer Service. Knowledge Base Initiative. Knowledge Base Introduction. “I don’t care about the bells and whistles, just give me access to the information.” – Customer during 2007 INSIGHTS meeting

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New Dimension in Customer Service

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  1. New Dimension in Customer Service Knowledge Base Initiative

  2. Knowledge Base Introduction • “I don’t care about the bells and whistles, just give me access to the information.” – Customer during 2007 INSIGHTS meeting • “It would be nice to have a checklist of things to do – first things to try.” – Customer during Test-Drive/Usability Study in Dec 2007 • Ignorance may be bliss, but it certainly is not freedom…The more true information we can acquire, the better for our enfranchisement.” – Robert Hugh Benson, Intellectual Slavery

  3. Knowledge Base Objectives • Empowerment • Improved service • Common ground for diagnosis, resolution and verification • Additional resource for answers

  4. What Do You Already Use? • Search Engines • Wikipedia • Blogs • MyCeridian • Government Web Sites

  5. Why Knowledge Bases? • Common repository of trusted content • Documented best practices • Consistent information • Constant review/improvement

  6. Knowledge Base Origins • Developed and validated by the support organization • Tool for researching issues/solutions • Common point of reference during calls to support • Ongoing review and feedback ensures growth of valid content

  7. Knowledge Base Terms • Filtering – only presents content relevant to your combination of products and services (such as HPW and Time). • Decision points – reflects procedure variations based on your combination of products and services (such as direct deposit). • Natural language search – based on your use of terms, the more specific your search, the more closely results should match your area of interest.

  8. Knowledge Base Features Logging In

  9. Knowledge Base Features Searching

  10. Knowledge Base Features Search Results

  11. Knowledge Base Features Article Review

  12. Knowledge Base Features Links to other resources: KB to Online Help

  13. Knowledge Base Features Links to other resources: Online Help

  14. Knowledge Base Features Links to other resources: MyCeridian

  15. Knowledge Base Pilot • Alpha/Usability • Beta/Pilot • Feedback • Expansion

  16. First Glance • Impressions • Test Drives • Questions & Answers

  17. Contact Us • Jeff Caminsky, Information & Knowledge Managementjeff.Caminsky@ceridian.com • comment2kb@ceridian.com

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