Empathy Map Details

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ChatGPT query: please summarize the six key themes from each group of post its. Results follow.

How does it feel to be a knowledge worker?

What gets a knowledge worker out of bed in the morning? Gains Summary

Personal and Professional Development: 1:1 time with my Coach, Coaching relationship produces better results for my ability to serve customers, Educate colleague, Mental Stimulation, Learn new things, Less formal Training, Moving up to be a future KCS Coach, Time to work on new things.
Collaboration: collaborate more with coworkers, Collaborating with engineering/product teams, Collaboration, Customer Success, Greater autonomy, Support.
Customer Satisfaction: Automatic resolution, Can publish knowledge to customers, Confidence finding an answer to my customer's question, Customer appreciation for self- serviceable content, Customer loved the info I provided, helped the customer, Solve issues faster.
Recognition and Reward: Being recognized and rewarded, I got a promotion, My manager recognized my work, recognition from peers/mgrs for sharing.
Intrinsic Motivation: Connection, discover new things, Happier customer makes me happier, I educated the customer, intrinsic sense of helpfulness, Knowledge Sharing is Cool, Knowing that what I did today makes a difference, Leaving my mark on the company.
Work smarter: efficiency, faster solutions, faster than asking someone, Faster up to speed, fix stuff, More time to do interesting work, Paycheck, Raising my own eminence within the org, Received feedback about my impact, Why waste time when we can reuse?, Work on new functionalities.

What are the things a knowledge worker does over the course of the day? Tasks Summary

Learning and Development: Attend training, Get Trained, Coaching, Learn new product, find ways to grow and learn in my role, train new hire.
Customer Service: Calling/emailing customers, engage in 1:1 meetings, Share solution with Customer, Troubleshoot, walking customers through the portal login.
Knowledge Management: Capture and document everything key, Correct case data, Curating external content, Flagging content, Identifying the benefits of KCS, linking KA's to cases, Reusing, searching existing content, set correct metadata in articles and cases, update/edit content, updating existing knowledge with corrections.
Teamwork and Collaboration: Collaborate with team, Contribute in team meetings, facilitate team meetings, help coworkers and answer their questions, Interview new hires.
Workflow Management: Capture, Daily Tickets and cases, Escalate/Dispatch, Log my time spent, Process Challenges, Project work, SLA's, Work fast to Handle KPIs, keep them Green.
Content Creation and Management: article creation, Fixing existing content, Publsih Articles, Marketing benefits, data analysis.

What makes it hard for a knowledge worker to do their work? Pains Summary

Tools and Technology: Bad tools, Inefficient UI, outdated repositories, tools suck (CRM/KB).
Evaluation and Feedback: Being judged, scored, evaluated, fear of failure, insecurity, no recognition for work done, overbearing boss.
Workload and Time Management: Boredom, conflicting priorities, demanding co-workers, Escalations take priority, lack of accountability for mistakes, Not enough time, too many conflicting priorities, too many interruptions, Solve the same issues over and over, Too much going on.
Career Growth and Progression: Budget restrictions, Lack of knowledge, Lacking enough training, loneliness, No career progression, Not prepared for the role, uncertainty.
Customer Service Metrics: Customers don't want to read, Metrics take over for answering customers, why share my knowledge? My org wants to get rid of me.
Organizational Processes and Culture: Conflicting or confusing guidance, feeling that this work doesn't change anything, have to focus on KPIs instead of just doing the right thing, Huh, Another change? againnnnn, management, not fun to work here, process and tools keep changing, product is constantly changing, we are already efficient.

How does it feel to be a KCS Coach?

What gets a KCS Coach out of bed in the morning? Gains Summary

Helping others grow and reach their potential: Several statements emphasize the satisfaction and personal fulfillment that comes from helping coaches and teammates develop their skills and achieve positive outcomes.
Leadership development: Leadership development is a recurring theme, with several statements mentioning the opportunity to become a leader, build relationships, and influence teams to adopt best practices.
Personal and career growth: Personal and career growth are key themes, with several statements highlighting the opportunity to develop important skills for life, gain new skills, and advance in one's career.
Positive impact and recognition: Many statements focus on the positive impact of coaching and the recognition that comes with helping coachees and teams achieve their goals.
Importance of relationships and teamwork: Building relationships and working as a team are emphasized as important aspects of coaching, with several statements highlighting the role of coaches in becoming a linchpin for team success.
Continuous learning and program expansion: Several statements emphasize the importance of continuous learning, staying focused, and the potential for program expansion and improvement.

What are the things a KCS Coach does over the course of the day? Tasks Summary

Coaching and mentoring: The statements emphasize the importance of coaching and mentoring in helping coachees develop their skills, knowledge, and confidence.
Communication: Communication is a key theme, with several statements highlighting the importance of listening, inquiring, and being open to work with team members.
Analysis and reporting: There is a focus on data analysis and reporting to evaluate the performance of coachees and identify areas for improvement.
Continuous learning: The importance of continuous learning and education is highlighted, with statements emphasizing the need to stay updated, look for learning opportunities, and improve KCS skills.
Support and encouragement: Providing support, encouragement, and positive feedback is an essential aspect of coaching, and many statements reflect this theme.
Advocacy and leadership: Several statements highlight the importance of advocacy and leadership in promoting KCS principles and practices, as well as supporting coachees and advocating for them with managers and other stakeholders.

What makes it hard for a KCS Coach to do their work? Pains Summary

Coaching challenges: Many of the statements highlight various challenges that coaches face, such as lack of time, conflicting priorities, and insufficient support or training.
Communication: Communication is also a key theme, with several statements pointing to communication issues, such as managers offloading their job, learners misunderstanding the purpose of coaching, and conflicting messaging about coaching.
Leadership support: There is a clear need for leadership support, with statements reflecting a lack of understanding or appreciation for the coaching role, and challenges in getting buy- in from managers or superiors.
Tools and resources: Several statements point to challenges with the tools and resources available for coaching, such as insufficient training or support, ineffective tools, and a lack of access to progress or results data.
Personal challenges: A few statements highlight personal challenges faced by coaches, such as being an introvert, struggling with multitasking, or feeling like they were forced into the coaching role without proper training or understanding.
Coaching effectiveness: There are several statements that highlight the difficulty in measuring coaching effectiveness, such as the challenge of identifying when a coachee is ready for promotion, and concerns over the effectiveness of KPIs.

How does it feel to be a front line manager?

What gets a front line manager out of bed in the morning? Gains Summary

Employee Development: There is a focus on employee development and growth, both personally and professionally, which includes career development, building a coaching culture, providing growth opportunities, and preparing for leadership opportunities.
Customer Satisfaction: There is a focus on improving customer satisfaction through faster onboarding of new employees, fewer escalations, positive impact on CX and EX, fewer escalations, quick resolution, and staff being more focused on client success.
Teamwork and Collaboration: There is a focus on building a cohesive team, with team members feeling happier and more productive. There is also a tight relationship with peers, more visibility into team's work, with a focus on something positive and "growthy" to review in team meetings.
Knowledge Sharing and Retention: There is a focus on knowledge sharing and retention, which includes becoming a leader and having influence in direction, KCS (Knowledge Centered Service), and knowledge protection.
Positive Work Environment: There is a focus on creating a positive work environment, with agents feeling more confident in their communications, having influence in direction, taking the load off of coaching, and having more time to spend with the team.
Operational Efficiency: There is a focus on increased operational efficiency and trust in the organization, with the team being focused beyond backlog management and developing future product experts within the team.

What are the things a front line manager does over the course of the day? Tasks Summary

Management and leadership: Several statements focus on managing and leading teams, including employee performance reviews, meeting with direct reports and supervisors, and meeting leadership expectations.
Customer service: There is an emphasis on handling customer complaints, dealing with escalations, and maintaining case throughput. Additionally, some statements refer to CSAT numbers and having service reviews with customers.
Team building and employee well-being: Many statements reflect the importance of team culture, building relationships, and maintaining morale, including daily team meetings. Focus on engaging with employees, creating clarity, and keeping morale high. Additionally, there is a focus on mental wellness and managing employees' personal issues.
Communication, reporting and metrics: Several statements focus on communicating with leadership, presenting reports, and monitoring metrics, including liaising with R&D and presenting to VPs on quarterly performance.
Resource management: Many statements reflect the challenges of doing more with less, including handling the resource crunch, dealing with ongoing critical issues, and not having enough staff.
Training and development: The importance of training and development is emphasized through statements about engaging in manager training, interviewing & hiring new workers, and training new hires. Some statements emphasize the need to be a KCS advocate.

What makes it hard for a front line manager to do their work? Pains Summary

Overbearing management: Some statements indicate micromanaging bosses who may be pushy, making people feel a loss of power or who do not provide leadership training.
Customer service challenges: Many of the statements refer to various customer service challenges, including dealing with angry customers, insufficient tools, dealing with needy customers, and the need for availability for escalations.
Lack of resources: Several statements indicate a lack of resources, including inadequate tools, limited headcount, lack of budget, and tight metrics.
Inefficient processes: Some statements mention struggling with redundant tasks, too many reports to take care of, administrative people-management tasks that are inefficient, and complexity of the process.
Coaching and KCS adoption: Some statements refer to coaching and KCS adoption as challenging, with incomplete knowledge and non-uniform adoption of KCS within teams.
Employee dissatisfaction: There are several references to employee dissatisfaction, such as being stuck in a role they did not want, inadequate training, fear, losing the best staff to other teams and roles, managing interpersonal conflicts on your team, and measured only on cases but pulled in other areas.

How does it feel to be a support executive?

What gets a support executive out of bed in the morning? Gains Summary

Leadership: This includes being recognized as a leader, having authority and perceived power, and owning the direction of the organization. It also involves being able to influence others, motivate the team, and drive the company forward.
Performance and Recognition: This includes achieving bonuses and positive appraisals, seeing stock go up, and witnessing overall improvements in the organization. It also involves having the opportunity to accomplish things that you have long advocated for and being recognized for your contributions.
Employee Engagement and Retention: This includes increased employee engagement over time, increased employee retention, and seeing employees come into their own. It also involves providing opportunities for personal and professional growth, as well as creating a positive and fulfilling work environment.
Strategic impact: Winning CEO trust to drive the company forward, including leading digital transformation, making a personal vision come true, owning the direction of the organization, scaling the business, and seeing overall improvements.
Responsibility and Decision-Making: This includes having authority and control over the journey of the organization, making decisions, driving digital transformation, and scaling the business. It also involves taking responsibility for the success and failure of the organization.
Customer Success: This theme includes handling customers, digital service transformation, and achieving self-service success. It also involves increasing customer success and creating value for the customers

What are the things a support executive does over the course of the day? Tasks Summary

Communication: This theme encompasses several tasks such as communicating expectations, delivering town halls and all hands, and speaking at a conference. It is essential to have effective communication within the organization to ensure that everyone is on the same page and understands the company's goals and direction.
Culture and Leadership: Building a strong culture, hiring leaders and managers, and retaining talent are all crucial to maintaining a positive work environment and achieving the organization's objectives.
Strategic Planning: Developing a vision, building the right strategy and story, and managing revenue are all related to strategic planning. It is essential to have a clear understanding of the company's goals and how to achieve them.
Performance Management: Goals and how to deliver, responding to KPIs, managing budgets, and minimizing costs all relate to managing performance. It is essential to track progress and manage resources effectively to ensure that the organization achieves its objectives.
Customer Service: Delivering on support commitments, managing key account escalations, and maintaining CSAT numbers are all related to providing excellent customer service. It is essential to prioritize the customer's needs to ensure their satisfaction and loyalty.
Stakeholder Management: Managing key stakeholders, getting C-Level support, and handling escalations all relate to stakeholder management. It is essential to maintain positive relationships with stakeholders to ensure that the organization's objectives are supported and achieved.

What makes it hard for a support executive to do their work? Pains Summary

Budget and Resource Pressures: The need to manage budgets, constant pressure to decrease costs and prioritize spending resources.
Performance Metrics and KPIs: The need to meet performance metrics and KPIs, demonstrating ROI, managing metrics, and managing margin.
Leadership and Decision-Making: The need to make tough decisions, be visionary, watch competition, handle power issues, and manage workforce attrition.
Customer Service: The need to address customer escalations and maintain CSAT scores, and drive NPS.
Communication and Prioritization: The need to communicate strategy and priorities, handle criticism, manage new priorities, and prioritize initiatives to keep pace with changes.
Trust and Accountability: The need to establish trust and credibility with stakeholders, and be ultimately responsible for success and failure while managing the personal fear and concern about failure, hard decisions, and high risk.