Delivered online, live, via Zoom
Swarming improves our ability to create relevant skills. Skills development enables an increase in:
- Customer loyalty
- Employee loyalty
- Operational efficiency
The tiered support model of the past 35 years is giving way to a new structure and process: a better way to align people with work. Intelligent Swarming is a collaboration- based model that seeks to get the person, or people, most likely to be able to solve an issue working on that issue on the first touch.
The benefits of collaboration are well understood by support staff; they do it quite naturally. And, they often collaborate in spite of the traditional tiered support model and escalation processes that we have imposed on them. What if we created processes and structures that enabled collaboration? Early adopters of swarming are reporting compelling benefits including faster skills development, improved employee morale, and increased customer satisfaction.
Intelligent Swarming is not a new topic for the Consortium for Service Innovation. In the past few years, a handful of member companies have implemented the swarming concepts, albeit in very different ways, but all with great success.
This one-day, instructor-led workshop provides:
- An explanation of the principles
- A summary of case studies, benefits and lessons learned from the early adopters
- Details on the qualification criteria: swarming is not for everybody
- Insight to the critical key enablers
- 7 scenarios to consider in designing the process
- Tool functionality and integration requirements
The Intelligent Insights Workshop is only offered by certified trainers of the KCS Academy.
|9:00||Welcome and introductions||Set the context for the workshop, get to know who is in the room
|9:45||Intelligent Swarming overview||Understanding of Intelligent Swarming principles, process and benefits|
|10:30||Is Intelligent Swarming right for your organisation?||Identify the key factors that indicate relevance:
· New vs known ratio
|11:15||Who else is doing it? Case studies||Insight to early adopters’ experiences: BMC, Red Hat, Cisco and Microsoft|
|13:00||Critical enablers||Understand the key dependencies for success:
· Culture of collaboration?
· How strong is the trust
· The “know me factor”
(people profiles) and reputation models
|13:30||Organisational assessment||How to assess your organisation, where are they with respect to the critical enablers?|
|14:30||Adoption considerations||Ideas on how and where to get started
· Identify collaboration groups
· 7 scenarios – process design
· Technology dependencies · Assessment – what group
is most likely to be
· How to measure success
|15:30||Reflect and adjourn|