CCNS Webinar
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Leveraging visuals to create your knowledge GPS, including info on Procedureflow.
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CCNS Webinar
- 1. Leveraging Visuals to Build Your Knowledge GPS Hosted By Cory Hartlen Director-Client Engagement & Solutioning Cory.Hartlen@procedureflow.com @CoryHartlen
- 2. Your Environment Is your contact centre facing financial pressures? Are you confident about the quality of service delivered to clients? Is anyone concerned about productivity?
- 3. The Challenge Human knowledge sharing Training Standard Operating Procedures (SOPs) Knowledge Bases (KB) Consistency
- 4. The Rules Have Changed • Learn about brands • Form opinions • Buy products • Express feelings • Ask for help • Seek support • Give feedback • Look for a job Connectivity and social channels are transforming the way we:
- 6. While 80% of companies believe they deliver superior customer service, only 8% of the customers felt the same way. Source: McKinsey/Touch Agency6 | Copyright © 2016 Deloitte Development LLC. All rights reserved.
- 7. The Problem People hate writing stuff down • People love talking People hate searching for stuff • People love winging it People hate reading • People love closing cases People hate maintaining knowledge • People love knowing more than other people
- 8. You Might Have an Information Problem Can you ensure consistency across all customer touch points? How long until new employees are proficient? Are you mapping/organizing knowledge and information today? How are you documenting your customer journey?
- 9. Bad Information = Bad Customer Experience How Does Poor Customer Experience Affect a Business? - Customers Leave - New Customers Stay Away - Your Reputation Suffers - Employees Leave - Revenues and Profits Shrink But who’s responsible?
- 11. The Way It’s Done, Change is Needed Ambiguity leads to judgement calls, costing time and money Training & Memorization 2-8 Weeks Mentorship & Trial and Error 2-6 Months Time & More Training 6-12 Months Company Information Technology Systems Industry Knowledge Sales Training Soft Skills Industry Growth & Changes Systems and Technology Changes Government, Legal & Policies Company, Marketing & Product Changes Many Call Scenarios
- 12. How is your company using visuals? Visual communication is faster, more efficient and easy to consume when it’s time to take action
- 13. Images are the new words 85% of all marketing content is visual People recall 65% of the visual content that they see in comparison to about 10% of written content People follow visual instructions 323% better than written instructions The brain processes visuals 60,000x faster than text
- 14. A RE-IMAGINED KNOWLEDGE Experience Tailored for Processes Highly visual Easy to navigate 7/24 accessibility Just-In-Time information Dependable and current
- 15. Methodology A Better Knowledge Experience Experience Management Knowledge Employee Customer Leads to a Better Employee Experience Leads to a Better Customer Experience
- 16. 3 Keys to Success Small Hyperlinked Flowcharts User Friendly Team Collaboration
- 17. Put your Employees First, Improve CX Brands that improve CX: Increase revenue 10-15% & Lower costs 15-20% Many Call Scenarios Industry Knowledge Sales Training Technology Systems Company Knowledge Continuous Learning Team Collaboration Knowledge GPS Just in time Knowledge
- 18. The Power of Visuals What if you could • Customer heroes faster • Confident agents create better CX • Leverage expertise of top performers • Learning by doing • Enable a better outsourcing relationship
- 19. Why Learning by Doing is Better Motivation • We’re naturally curious, performing tasks creates more motivated and engaged learners 75% Higher Retention Rate • Learning by doing changes behavior and this means new employees become proficient faster Reduced Costs • Less time in a classroom, more time on the phone
- 20. Where do I start? “I hear and I forget. I see and I remember. I do and I understand.” -Confucius
- 21. Where do we start? These five simple steps will get you started: 1. Create buckets for all your call types, include a starting flow 2. Match knowledge articles and process docs to call types 3. Map the technology and all 3rd party systems to these flows 4. Take each call type and map out with knowledge and technology, including all back stories, exceptions and variables 5. Work with your agents to battle test and improve your flows
- 22. Step 1, Call Types and Start your Flow 1. Create buckets for all your call types, include a starting flow Start with your intro, and then move to your discovery phase, it might look like this: Agent Greeting Move to Discovery Open CRM to log call Thanks for calling A1, my name is _____ how can I help you? Customer Data Change Change Service Billing IssueRoute to Call Start ServiceCancel Service
- 23. Step 1, Call Types and Start your Flow
- 24. Step 1, Call Types and Start your Flow
- 25. Step 2, Buckets for all your knowledge articles 2. Create flows or links for all your knowledge articles, list them out for each call type Customer Data Change Change Service Billing Issue Route a Call Start Service Cancel Service Knowledge Base to Process Documentation to Knowledge Articles
- 26. Step 2, Link all your knowledge articles 2. Link all your knowledge articles, list them out for each call type Cancel Service Note Reason for Cancellation If moving to competitor, use sales save pricing script Process Cancellation
- 27. Step 3, Mapping all 3rd Party Systems 3. Map the technology and all 3rd party systems to these flows Cancel Service Note Reason for Cancellation If moving to competitor, use sales save pricing script Process cancellation Track in CRM Process in Agent Desktop Link to script in SharePoint Stop billing in CRM
- 28. Cancel Service Note Reason for Cancellation If moving to competitor, use sales save pricing script Process cancellation Track in CRM Process in Agent Desktop Link to script in SharePoint Stop billing in CRM Step 4, Putting it all Together 4. Take each call type and map out with knowledge and technology, including all back stories, exceptions and variables If cancellation is due to death, move to process cancellation Confirm you’re speaking to primary account holder Ensure you open all needed technology
- 29. Step 4, Putting it all Together
- 30. Step 4, Putting it all Together
- 31. Step 5, Test & Innovate 5. Work with your agents to battle test and improve your flows • Create feedback loops so updating is easy • Have weekly check-ins to ensure adoption • Involvement is key to engagement • Have fun (i.e. scavenger hunts, posters, cake) • Reinforce (Measure, reward, direct back, keep talking about success)
- 32. Things to Consider Business Change (The people side of change) • Consider your audience, get an executive sponsor (senior leaders, agents, support, managers, quality team) • What will they like, where will they resist? • Develop a proactive plan that includes communications and training Training Considerations • Training shifts from showing to doing • Trainers need time to understand the impact on their curriculum • Determine what to do with the time you get back
- 33. The Payoff “This is the first time they’ve done something just for us” -Every Agent
- 34. How we achieve success together Review Technology Stack Implementation Overview Customer Success Stories
- 35. Where we fit = better than KB Knowledge Base KM Scripts Procedure Flow FC Some CustomersToday Knowledge Base Procedure Flow Next Week Implementation 2-3 Months after adoptionProof of Concept From signing paperwork to putting your first flow to work, one week! Telephony CRM Telephony CRM Telephony CRM
- 37. • Cut onboarding time by +75% • Reduced AHT by 13% • Increase CSAT by 8% • 5% savings on cc operational costs - 100 agents = $265K • Strengthens Outsourcing Relationship Customer Success & ROI
- 38. Happy Customers “Using ProcedureFlow has decreased our cross-training time by 61%, and our trainees are now taking live calls from customers 8 days sooner.” -Manager of Customer Relations • Cut cross-training from 13 to 5.5 days, 575 training days saved, 3,840 extra hours on the phone • Reduce trainer prep time by 50%, 720 trainer days saved • Reduce travel costs for both trainers and trainees, $123,000 saved • Reduced 7000 mentor assist calls, 700 hours back
- 39. Happy Customers “ProcedureFlow simplifies the job of our customer service representatives. It takes away stress, helping them focus on the caller and providing the best service possible.” - Rachel Mills, Director of Member Experience at Medavie Blue Cross
- 40. Healthcare & Insurance Sectors Energy & Utility Sectors Tech Sectors & Other Some of Our Customers
- 41. A Better Knowledge Experience Thank you Cory Hartlen Director-Client Engagement & Solutioning Cory.Hartlen@procedureflow.com
Notas do Editor
- Cory’s intro, talk about career path and what he’s learned about the customer experience. It starts with the right employee experience.
- Since care is almost always seen as a cost center our leadership keeps pushing for improvements in our KPI’s. Spend less, increase CSAT or NPS, make your agents more productive. But it puts the weight on the people in this room to drive that change, and hopefully that’s why you’re here, to learn and drive change in your center for the better. Let’s start by looking at how our industry got here and how we’ve traditionaly supported our teams. Then review the sweeping change in society over the past 15 yrs and see if we can learn from these changes We’ll touch quickly on the experience most centers create for their agents And finish by solving all your problems so when you’re asked the questions on this slide next year, you’re answers will be no.
- This is the space we’re in, trying to get all the amazing information in one experienced persons head, onto another one. Or as we call it, human knowledge sharing. So we bring them into training, but oral training takes too long, written knowledge doesn't seem to be working. We know our training takes too long, not to mention memory retention over the past decade has diminished to 10-20% with classroom training. And we need all agents to perform at the level of our top agents, consistency is key to our brands success and the experiences we create. Doing all of this well is really, really hard
- One of the main factors to this reduction in memory retention has to do with the way society has evolved with the advent of the smart phone. It’s not only changed the was interact with the world around us, it’s changed the way we learn, inform our selves, seek and ask for help. Even the way we look for a job. It has made us a more fickle consumer, which is why you probably heard that customer care is the new marketing.
- If a brand really wows us, we tell up to 6 ppl, but when a brand fails us, we tell up to 15 ppl. And we all know that so called #fail can accelerate in social media. The good news is that we’re willing to pay more if it means brands can deliver on a better customer experience. But how do we as consumers feel brands are meeting our expectations today?
- A bit of a discrepancy in these numbers. Not a factor of 4 or even 5, this represents a factor of 10 between what brands feel they accomplish vs what the consumer feels the brand delivers. What do we think is leading to this? Are we measuring the wrong KPI’s and metrics? Leadership sees that our AHT and first call close metrics are in the right place, so all’s well and they believe they’re delivering value.
- What we see is that when employees aren’t given the right technology, or knowledge, or perhaps they’re not incentivized correctly they follow the path of least resistance. We hate writing stuff down, we’d rather talk it through and have a conversation. We’ve all clicked through the first 4 or 5 pages of google looking for the best result to match our needs, and when we don’t find it quickly, we move to another channel, like as our friends on FB. But this is really hard to do when a customer is on hold and your KB returns 400 results. We’d rather try to remember what someone else said and wing it. And when that customer is on hold, if the documentation is longer than a tweet, we get frustrated. We hate reading long form docs, we’d rather perform an action, like close a case. Last, we all know that one person in our center, nobody knows how to do what they do, they call it job security. Human behavior will follow the easiest path if we’re not properly incentivized and supported. If some or all of this happens in your team, you might, over time end up with an information problem.
- How do you know if you might have an information problem. Can you ensure consistency across all customer touch points? Are agents capable from day one? When new processes or documentation is created do you know how it fits into your knowledge management strategy? Is it organized? Can you see your customers journey and how changes you make impact your agents and their experience? We all want to focus on the customer experience, but we also need to make sure it doesn’t negatively impact the employee experience. If you’ve had a hard time answering positively to any of these questions, then you might have an info problem, but what is it costing you?
- Unfortunately the costs are high. Frustrated customers leave, since they told their friends, new customers stay away and if we fail to correct the issue our reputation suffers. Mackinsey, forster, gartner all report that customer experience sits 50-50 between marketing and care. But in the end, who’s responsible for creating these experiences?
- Every employee who touches your customer, that’s who. We need to focus on the employee experience so they are given the tools, knowledge and reward structure so they can surprise and delight in every customer interaction they have. But what kind of experience do we create for them?
- We know change can be a challenge but the way it’s always been done needs to adapt to keep pace with the expectations of your customer. Visually, this is the experience we create for new employees. We give them too many pieces of the puzzle they need to know how to put together to solve a customers need. In the classroom they cover, product, brand, industry, sales training, soft skills and call scenarios, loads of training and memorization. Then they move to a nesting or mentoring phase where trial and error are how they learn. To compound the problems this approach creates, as soon as they leave the classroom, all this knowledge starts to change. And we know that the ambiguity through the documentation and processes costs you time and money, leading to agents not having what they need to own the customer experience. For a major health care provider we work with, this ambiguity costs them over $300 million in claims paid in error.
- This is what we believe at ProcedureFlow, Visual communication is faster, more efficient and easy to consume when it’s time to take action.
- Images are our new words. 85% of all marketing content is visual, Think about the effects of images on the brain. Ppl recall 65% of the visual content they see vs about 10% of text based documentation. We follow visual instructions 323% better than written instructions. Which leads to the big question, how is your company leveraging visualizations & images?
- We want to re-imagine the knowledge experience for every employee. We tailor your account for your processes and documentation, making it highly visual, easy to navigate and give you off line back ups for 24/7 accessibility. Insuring knowledge is delivered just in time, making it dependable and current.
- Here’s a quick peek at what our customers experience with our methodology. We start by creating that better knowledge experience, which leads to a better employee experience, and when agents find the right information at the right time, every time, your customer wins with a better experience. And you win with lower AHT, increased productivity and lower operating costs.
- We achieve this for our customers with our three keys to success. Hacking into the way our brains process visual information with our small hyperlinked flowchats. We also know that those personas that make great agents might not always be the most technological in your organization, so we wanted to make it extremely user friendly. We also know keeping all knowledge up to date can be a real challenge, we allow team collaboration so you can leverage crowd sourcing from your best agents to keep everything up to date.
- When we’re done, Procedureflow becomes your teams knowledge GPS, turning all those pieces of the puzzle an agent needs to memorize into continuous learning, the more you use Procedureflow, the more you learn. Since we know the only constant is change, you can leverage our team collaboration model to keep all your knowledge up to date. This allows crowd sourcing from your team for small errors like spelling and grammar to large changes like innovating your call flows to decrease AHT.
- What if you could create customer heroes faster Create confident agents to give a better customer experience, from day one on the floor Leverage and extract the brain trust of your top performers and put it to work for the rest of your team Helping your team invigorate training so the transition to learning by doing is easy. Even quickly enable outsourcing where needed.
- We know the benefits of learning by doing is real. Here are just 3 of them. We’re curious creatures, so performing tasks creates more motivated and engaged learners. It helps us retain more knowledge, up to 75%. This changes our behavior, leading to new employees becoming proficient faster. And if agents are on the phones faster and they’ve retained more, you save with less time in the classroom and a reduction in escalations.
- We know that over the past decade social and digital media have transformed the way we work, seek advice, look for help, even how we find work and leads in our day to day lives. But one media type has dominated the land scape and businesses and organizations alike are just starting to see how they can be leveraged for their teams.
- If you care, they will care Rachel Mills
- By now I’m sure you’re interested in how we work with our customers and what kind of success do they see. Let’s get into it!
- We know that most KB or KM projects can take months if not years to perfect and keep up to date. We take customers from signing to using their first flow in as little as one week. Most of our prospects have a similar tech stack, CRM, IVR, Telephony, with KB sitting ontop, then leveraging KM, FC and scripting tools to deliver that knowledge to the customer. Our hyperlinking allows us to connect to all your third party systems, possible to replacing the top layer of your tech stack as a phase one. Our customers that are leveraging free or low cost KB’s, like visio or sharepoint even look to replace them after a few months. Instead of linking to long form documents, why not break the text down into smaller chucks of info making it easier for agents to absorb and bring them into ProcedureFlow.
- Always looking for more partners across the call center industry. You need your technology to work together, which is why we’ve built these kinds of relationships. Do you currently leverage any of these tools for your team?
- Making our customers successful is something we take great pride in. One of first metrics we like to measure is the reduction in onboarding time. For a customer like NB Power, they reduced new hire training by 62% for their agents. A company like Wyndham that’s leveraging PF for back of office administration, like processes inbound requests for corporate rates, cut onboarding by 95%. What was once a 5 day training program is now a Monday morning on Pf and following along as agents process requests, by Monday afternoon, they’re ready to take their first request. For the team at Eastlink, with an average handle time of 8 mins, they knew their documentation and processes needed a review. By breaking their traditional 1.5-3 page documents down into short form text and adding them to the call flows, agents saw a 25% reduction, bring AHT down to 6 mins. At NB Power, they also saw their 7000 annual calls to the agent assist line vanish, and BCBS saw a 50% reduction in escalations. Both companies estimate a 5% reduction in operational costs, for 100 agents, that equals $265k in savings.
- Rachel, from Blue Cross, has implemented us across her team and believes so passionately about our mapping process and solution, she’s getting us introduced across North America. For Rachel, we’ve simplified the job for their service reps, taking away stress, so the caller is the focus, allowing them to deliver the best service possible. The numbers tell an amazing tale.
- Rachel’s been a great advocate of ours, and for her, we took away the stress of finding the write docs or process and allowed her agents to focus on the caller. Giving her team all they need to improve the customer experience.
- We’ve been out on our own for 3 years now, closing in on 60 customers, across a number of industries and use cases.