10 signs you need knowledge management · 2020-03-31 · 10 signs different answers from different...
TRANSCRIPT
![Page 1: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/1.jpg)
10 signs you need Knowledge Management
… and 5 ways a Knowledge Base can help
Dennis Fois, Director Northern Europe
17th November 2011
![Page 2: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/2.jpg)
10 Signs
Different answers from different CSAs
Increasing call volumes
CSAs need to use multiple information sources
Significant performance gap between best CSA and average
More than 3 months to become fully effective
Avoidable escalations to second line
Concern over hold time & wrap time
Best practice not followed by significant numbers of CSAs
Need for multi-skilling to improve operational flexibility
Planned growth, consolidation or high rate of new product introduction
Slide 2 © eGain Communications Corp. All rights reserved.
![Page 3: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/3.jpg)
Slide 3 © eGain Communications Corp. All rights reserved.
Different answers
from different CSAs
Increasing call volume
Your website
price is lower
I called earlier
and you said..
@utility I’ve been
waiting at home
for 3 hours
![Page 4: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/4.jpg)
Slide 4 © eGain Communications Corp. All rights reserved.
CSAs need to use
multiple info sources
Significant performance gap
between best CSA and average
![Page 5: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/5.jpg)
Slide 5 © eGain Communications Corp. All rights reserved.
More than 3 months to
become fully effective
Avoidable escalations
to second line
Learning on
the job
![Page 6: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/6.jpg)
Slide 6 © eGain Communications Corp. All rights reserved.
Concern over hold time
& wrap time
Best practice not followed by
significant numbers of CSAs
Just bear
with me…
![Page 7: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/7.jpg)
Slide 7 © eGain Communications Corp. All rights reserved.
Need for multi-skilling to
improve operational
flexibility
Planned growth,
consolidation or high rate of
new product introduction
![Page 8: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/8.jpg)
10 signs you need Knowledge Management
… and 5 ways a Knowledge Base
can help
Dennis Fois, Director Northern Europe
17th November 2011
![Page 9: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/9.jpg)
Which Knowledge Tool do I need?
Tell me something
Fix something
Do something
Information
Transactional Advice /
Diagnostic
Problem
with
Product
Bill not
right
Where
will I
find..?
How do I use
this feature
I want to
pay Webform Workflow
Guided
help
Adviser
FAQ
Search
Browse
![Page 10: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/10.jpg)
How to make it work
• Perception
– Disconnect
– “Email isn’t working”
– Best practice
• problem perception
• problem diagnosis
• subsequent resolution
– Reduce the end to end handling time
– Reducing the number of repeat calls.
![Page 11: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/11.jpg)
Findability
11
• Not same as ‘search’
• Find information more quickly
• Using terms and phrases that mean something
• Agents see rapid improvement
• Boosts confidence in the overall project
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Consistency / Best Practice
12
• Best practice
• Single knowledge base allows for calls to be handled
consistently and better
• Add to customer satisfaction
• Increase first time fix
• Reduce repeat calls and directly affect your NPS
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Just in Time Knowledge
13
• Support your agents at the point at
which they need it
• Knowledge base can work in
background
– eg check service availability
• Critical info presented during the call
• Streamlines new product information
• Right info, right time
![Page 14: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/14.jpg)
Maximise ROI
14
• Be pragmatic
• Understand where the KB can be of the
greatest value
– 80:20 rule
• Get buy in from the agent teams
• Deliver in a phased approach
• release it in phases with quick wins
• Ensure that it is kept up to date
• Cost of maintaining KB is small
compared to the ROI
![Page 15: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/15.jpg)
Positive outcome
Slide 15 © eGain Communications Corp. All rights reserved.
“It improves
the service I
can give”.
“I feel more
confident in
myself when
I use KB”.
“It’s easy and I
can do my job
better”.
![Page 16: 10 signs you need Knowledge Management · 2020-03-31 · 10 Signs Different answers from different CSAs Increasing call volumes CSAs need to use multiple information sources Significant](https://reader034.vdocuments.us/reader034/viewer/2022050314/5f766bf5894b2a04252af2f3/html5/thumbnails/16.jpg)
Positive outcome
"Before the implementation,
overall satisfaction with the
help desk hovered around
89%. In the last survey
conducted it was around
97%." “Knowledge has, in fact,
enabled us to broaden their
skill sets. Instead of
supporting one product,
they are supporting four
and even five products.”
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Slide 17
© 2011 eGain Communications Corporation. All Rights Reserved.
www.egain.com