leveraging social knowledge for contact center performance"
TRANSCRIPT
Leveraging Social Knowledge for Contact Center Performance
January 21st, 2014
Tim Kelly
Executive Director
McKesson BPS Customer Support
• The Challenge
• Approaches / Solutions
• Strategy / Tactics
• Rolling the Snowball
• Measuring Impact
• Future
A Case for the Value of Social
Knowledge
McKesson Proprietary and Attorney-Client Privileged2
Business Performance Services Business Unit
Electronic Medical Records and Practice Management
Applications for Independent Physicians and Clinics
Inbound Call Management with Case Based Approach
Key Performance Indicators in Scorecard at start (Acceptable
Grade of Service %, Average Handle Time, Same Day
Resolution and Customer Satisfaction, Quality and
Productivity)
Customers / Partners Supported through Channel teams (VAR,
Enterprise and Independent)
The Challenge
McKesson Proprietary and Attorney-Client Privileged3
McKesson Physicians Practice Solutions
No central source of knowledge or information
Several disparate SharePoint sites containing static documents
used for troubleshooting
7 products supported in 3 geographic locations
150+ Full Time Support Roles
11k-13k Case / Call Transactions / month
No ‘real time’ tiered support
The Challenge
McKesson Proprietary and Attorney-Client Privileged4
McKesson Physicians Practice Solutions
The Challenge
McKesson Proprietary and Attorney-Client Privileged5
January of 2012 - Values for all product teams combined
Customer Satisfaction (CSAT) 55%
Same Day Resolution (SDR) 47%
Acceptable Grade of Service (AGOS) 25% (< 2”)
Average Handle Time (AHT) 16:58
Average Speed to Answer (ASA) 31:30
Abandon Rate (ABD) 44%
The ChallengeKey Performance Indicators - Original
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January of 2013 –
Customer Satisfaction (CSAT) 89%
Same Day Resolution (SDR) 63%
Acceptable Grade of Service (AGOS) 80% (< 2”)
Average Handle Time (AHT) 13:02
Average Speed to Answer (ASA) 2:03
Abandon Rate (ABD) 4%
The ChallengeKey Performance Indicators
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The ChallengeCustomer Success Factors - Results
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The ChallengeCall Metrics
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The ChallengeAverage Handle Time
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12:00
13:12
14:24
15:36
16:48
18:00
Jan
-12
Feb
-12
Mar
-12
Ap
r-12
May
-12
Jun-
12
Jul-1
2
Au
g-12
Sep
-12
Oct
-12
No
v-12
Dec
-12
Jan
-13
Feb
-13
Mar
-13
Ap
r-13
May
-13
Min
ute
s : S
eco
nd
sCase Average Handle Time
AHT
1. Single Source Repository for unified Business Knowledge
2. Reduce cycle time to deliver solution (AHT)
– Search / Find process should deliver in 1-4 clicks
3. Eliminate single source knowledge silos; establish a culture
of knowledge sharing
4. Consistent delivery of key solutions across teams
5. Quick / Easy creation content
6. Create Knowledge Culture
Goals / Objectives
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Build / Buy?
SharePoint
Business Requirements vs. Vendor Options
Target solution ‘could be’ approaches
Key / Critical Features Desired:
1. Flexible Content / Storage Platform
2. Social Features (liking, following, commenting and notifications)
3. Permissions / segmenting of content
4. ‘Search / Find’ supporting ability to identify information quickly
Approach / SolutionsInitial Assessment
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Rigid author, reviewer, approver process
Content structure enforced by forms, rules and field masking
Predetermined authors, reviewers and approvers
Well defined rules / structure defined for authoring and
approving
Service Levels around release of content into community
Approach / SolutionsOption A – Slower content population
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No author, reviewer, approver process
Content driven by predetermined templates
Everyone is an author
Limited rules for authoring with social approval
Tag driven content release and syncing
Approach / SolutionsOption B – More aggressive - Preferred Approach
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1. Populate Content Quickly; Err on the side of social validation / editing
– All Users can author
– All Users can edit
2. Work space definition (where will you store what)
3. Social Audit Trail – What is changed is visible to team(s)
4. Search / Find Strategy drives content mapping approach
5. Create information architecture using ‘Tags’
6. Create ‘Lifecycle’ ecosystem that perpetuates growth
Strategy / TacticsKnowledge / Content Management Strategy
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Strategy / TacticsSolution Lifecycle
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Inbound Support
Tier 2
VAR / Customer
Engineering / Developmnet
Product Management
T3 – Technical Engineers
Phone Call
Ph
on
e C
all
Phone / in Person
Dev Review / Bug Scrubs
Pro
du
ct P
lan
nin
g
1
2
34
5
PPS Central / VAR – Customer Central
Advisory Boards6
Rights to Author in KB
Rights to Author in KB
Product Experts
• Search Find should deliver X% of content request in 1-4 clicks
• Activities, Messaging and Notifications create 1 click strategy
• Search dialogue drives 4 click ‘find’ depth
• Create product ‘Table of Contents’ pages to aggregate / centralize content on easily understood concepts
• Search dialogue uses standard Boolean search parameters with default ‘AND’
• Use Tagging to create auto populating content pages ei: #ProductName, #Component, #Subcomponent, #Detail, #SubdetailMcKesson Practice Choice, Medical Billing, Claims, Secondary Claims, Issues
Strategy / TacticsSearch / Find
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#ProductName, #Component, #Subcomponent, #Detail,
#Subdetail McKesson Practice Choice, Medical Billing,
Claims, Secondary Claims, Issues
Strategy / TacticsAuto Table of Contents from Tagged Content - Example
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Champion for each product /
key area
Primary resource to guide
content creation, educate
team members beyond built
in content and comment /
review on content / strategy
Create continuity / ownership
among teams / groups
Knowledge CultureKnowledge Champions
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Every design and strategic intent MUST consider the value
returned to the user for the time invested.
In fact, the perceived value must be greater than the time effort
invested
UROI (User Return on Investment)
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Rolling the SnowballBig Vision, Start small, Iterate Quickly
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Single Teams
Knowledge Champion(s) Identified
Critical Mass Achieved before next step
Sell the Value Proposition
Measured ImpactReturn on Investment
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Return on Investment
$412k
Grade of Service Improvement
16%
Same Day Resolution Improvement
55%Customer Satisfaction Improvement
34% Average Handle Time Improvement
3:56
Average Speed to Answer Improvement
29:27
FutureKIQ – Knowledge IQ
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Likes / Article
Author Value
Likes / Person / Use
Solution Value
Likes / Page View
ROITReturn on Invested Time
Page Response Rate
Solution Delivery
Page Views w/o likes
Opportunity Cost
View Time / Page
Content Clarity