It was early 2012 when we found the methodology named Knowledge-Centered Service (KCS®)
. It appeared that major IT companies had already gone through the same challenges and developed a framework that helps keep the knowledge base relevant and effective.
KCS® introduced the significant difference to our approach and helped to resolve the problems above. The considerable shift was that all agents became knowledge contributors and those "the most experienced" people who also were doing tickets.
It was not easy for us to start new processes and workflows.
How do we train all the agents to work the new way? How would tools support these new workflows?
The consortium created different guides and docs on how to implement new workflows, and it's even possible to purchase training from one of their affiliates and certify agents for compliance with KCS® guidelines. So the training part was covered, although it was quite a task to study those numerous guides.
And the fundamental question we had before launching the Knowledge-Centered approach was: "ok, we are ready to go, but what tool should we choose?"
All the tools presented and approved by the consortium had the only integration with "Big Blue CRM" and were very expensive. Honestly, that's pretty much the same nowadays, almost a decade later.