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Presenter: Chris Hall, SVP Product Marketing, Transversal Event: Transversal's Customer Experience Seminar Date: October 25 2013 Location: The Ritz Hotel, London.
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Customer experience seminar – Oct 2013
Best Practices for leveraging Knowledge in your Contact Centres
Chris Hall, SVP Product Marketing, Transversal
Knowledge is Power!
Customer experience seminar – Oct 2013
My passion is inContact Centre technologies
Customer experience seminar – Oct 2013
Unsure of responses
Because I used to be this guy…
Zero confidenceLimited resources
Customer experience seminar – Oct 2013
I really wanted to be this guy…
Total confidenceKnew everything
Always had answers
Customer experience seminar – Oct 2013
But after 6 mo. - I was still just this guy…
Just please try this…Lacked Confidence
Random Advice
Customer experience seminar – Oct 2013
And my customers were ‘sort of’ happy…
Are you clueless?
My data is gone!
YOU!Terrible advice!
Customer experience seminar – Oct 2013
But I still wasn’t this guy…
Still confidentStill knows everything
Always had answers
Customer experience seminar – Oct 2013
Yes, I went through plenty of product training
Customer experience seminar – Oct 2013
Used all the latest contact centre technologies
Customer experience seminar – Oct 2013
And I had great coaching
and executive support
Customer experience seminar – Oct 2013
But I still wasn’t this guy…
Really ArrogantTotal know-it-all
Starting to hate him
Customer experience seminar – Oct 2013
So, how could I become this guy?
Total confidenceKnew everything
Always had answers
Customer experience seminar – Oct 2013
I figured out what this guy had - that I didn’t
KNOWLEDGE
Customer experience seminar – Oct 2013
Knowledge can have a tremendous impact
» Eliminates wasteful research &improves AHT
» Minimizes escalations& increases 1st contact closures
AGENT PRODUCTIVITY
28%
15%
in the contact center…
» Improves quality ofservice & boostscustomer loyalty
» Accelerates offer conversions & minimizes ecommerce form abandonment
IMPROVED RESULTS
20%
18%
» Improves self-service& maximizescase deflections
» Decreases new hiretraining efforts &accelerates stafframp-up time
REDUCED COSTS
18%
35%
Customer experience seminar – Oct 2013
So where do you start?
Understanding the three P’s:
» Peoplewho/what is being impacted
» Productssimple, moderate, complex
» Pressureswhat metrics are driving your business
KNOWLEDGE
Externalcustomers
Internalagents
Customer experience seminar – Oct 2013
Best practices for increased Knowledge ROI
» Outline clear objectives / metrics for an integrated Knowledge Management project: benchmark everything expect conservative results
Improve online resolution rates Reduce email escalations Reduce call center escalations Improve shopping cart conversions Improve up/cross-sell conversions Improve online channel adoption Improve online content visibility
Web self-service
External KM objectives Improve CSR productivity Increase 1st call resolutions Decrease CSR research time Decrease Tier 2 escalations
Reduce CSR training costs Increase conversion/retention rates Leverage existing CSR infrastructure Lower call volume w/ WSS deflections
Service centre agents
Internal KM objectives
Service centre operations
Customer experience seminar – Oct 2013
Best practices for increased Knowledge ROI
» Don’t make your customers smarter than your agents.
Deploying KM internally first can achieve a faster ROI
» Internal deployments of KM instantly boosts agent morale» Improves agent productivity up to 35% » 10% decrease in overall call handling times
» KM also accelerates time-to-competency for new hires» Increased time to proficiency by 65%» Escalations to 2nd Level reduced by 50%
Customer experience seminar – Oct 2013
Best practices for increased Knowledge ROI
» Integrate KM into your existing desktop environment
A single integrated desktop will improve:» Contact center metrics - AHT, FCC» agent productivity / morale » research errors / case escalations» tool training ramp-up time for new hires» knowledge feedback and contributions
Customer experience seminar – Oct 2013
Best practices for increased Knowledge ROI
» Quality of content is everything - Less is not more, it’s better!
Search ing broad content is not the answer - relevant content, focus and structure is:» 80-90% of normal calls are resolved by 15-20% of content» language translation costs are cut in half with
mature-focused content» structure 15% of your internal content for the initial
self-help deployment
Customer experience seminar – Oct 2013
Best practices for increased Knowledge ROI
» The experience of the online customer is everything!
Rolling out a richer subset of mature content is key in doubling C-Sat and prolonged self-service adoption:» 25%-35% decrease in email escalations » double digit increase in online c-sat
» 2% lower churn rates for active online customers
» 10% increase average commerce spend
Customer experience seminar – Oct 2013
So what eventually became of my CC career?
Customer experience seminar – Oct 2013
Yes – I did eventually become this guy
Total confidenceBetter looking
Customers loved me
Customer experience seminar – Oct 2013
But then I really wanted to be this guy !
Big private officeNever on the phone
Tremendous salary
Knew absolutely nothing
Customer experience seminar – Oct 2013
Questions
?Chris HallSVP Product Marketing, [email protected]+1 917.717.5105
