Presenter: Chris Hall, SVP Product Marketing, Transversal Event: Transversal's Customer Experience Seminar Date: October 25 2013 Location: The Ritz Hotel, London.

1. Knowledge is Power!
Best Practices for leveraging Knowledge in your Contact Centres
Chris Hall, SVP Product Marketing, Transversal
Customer experience seminar – Oct 2013

2. My passion is in
Contact Centre technologies
Customer experience seminar – Oct 2013

3. Because I used to be this guy…
Customer experience seminar – Oct 2013

4. I really wanted to be this guy…
Total confidence
Knew everything
Always had answers
Customer experience seminar – Oct 2013

5. But after 6 mo. - I was still just this guy…
Customer experience seminar – Oct 2013

6. And my customers were ‘sort of’ happy…
YOU!
Terrible
advice!
Customer experience seminar – Oct 2013
Are you
clueless?
My data is
gone!

7. But I still wasn’t this guy…
Still confident
Still knows everything
Always had answers
Customer experience seminar – Oct 2013

8. Yes, I went through plenty of product training
Customer experience seminar – Oct 2013

9. Used all the latest contact centre technologies
Customer experience seminar – Oct 2013

10. And I had great coaching
and executive support
Customer experience seminar – Oct 2013

11. But I still wasn’t this guy…
Really Arrogant
Total know-it-all
Starting to hate him
Customer experience seminar – Oct 2013

12. So, how could I become this guy?
Total confidence
Knew everything
Always had answers
Customer experience seminar – Oct 2013

13. I figured out what this guy had - that I didn’t
KNOWLEDGE
Customer experience seminar – Oct 2013

14. Knowledge can have a tremendous impact
in the contact center…
AGENT PRODUCTIVITY
REDUCED COSTS
IMPROVED RESULTS
» Eliminates wasteful
research &
improves AHT
» Improves self-service
& maximizes
case deflections
» Improves quality of
service & boosts
customer loyalty
» Minimizes escalations
& increases 1st
contact closures
» Decreases new hire
training efforts &
accelerates staff
ramp-up time
» Accelerates offer
conversions & minimizes
ecommerce form
abandonment
28%
15%
18%
Customer experience seminar – Oct 2013
35%
20%
18%

15. So where do you start?
Understanding the three P’s:
»
KNOWLEDGE
People
who/what is being impacted
»
Products
simple, moderate, complex
»
Pressures
what metrics are driving your
business
External
customers
Customer experience seminar – Oct 2013
Internal
agents

16. Best practices for increased Knowledge ROI
» Outline clear objectives / metrics for an integrated
Knowledge Management project:
 benchmark everything
 expect conservative results
External KM objectives
Web self-service
 Improve online resolution rates
Internal KM objectives
Service centre agents
 Improve CSR productivity
 Increase 1st call resolutions
 Decrease CSR research time
 Decrease Tier 2 escalations
 Reduce email escalations
 Reduce call center escalations
Service centre operations
 Improve shopping cart conversions
 Reduce CSR training costs
 Improve up/cross-sell conversions
 Increase conversion/retention rates
 Improve online channel adoption
 Leverage existing CSR infrastructure
 Improve online content visibility
 Lower call volume w/ WSS deflections
Customer experience seminar – Oct 2013

17. 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

18. 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

19. 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

20. 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

21. So what eventually became of my CC career?
Customer experience seminar – Oct 2013

22. Yes – I did eventually become this guy
Total confidence
Better looking
Customers loved me
Customer experience seminar – Oct 2013

23. But then I really wanted to be this guy !
Big private office
Never on the phone
Tremendous salary
Knew absolutely nothing
Customer experience seminar – Oct 2013

24. Questions
?
Chris Hall
SVP Product Marketing, Transversal
chris.hall@transversal.com
+1 917.717.5105
Customer experience seminar – Oct 2013