the future of performance improvement › wp-content › uploads › 2020 › 02 › ...• scenario...
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Integrating knowledge management with learning systems
The Future of Performance Improvement
Doron Gower, KMS Lighthouse
Chief Solution Architect
Jordan Fladell, mLevel
CEO
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What is Lighthouse?
Lighthouse enhances every interaction
by empowering agents and customers
with instant answers
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Part of the group
Lighthouse named by Gartner as a Cool Vendor in CRM Customer Service
“In conversations with customers, the product was able to find answers
over 80% of the time in under five seconds. Content creators also cite the
strong knowledge templates that are available to create
answers/content.”
Trend Setting Product of 2017KMWorld Promise Award Winner KMS lighthouse
“The award-winning organization demonstrates how it goes beyond
simply delivering technology to working with clients to ensure that both
the technology and knowledge processes are imbedded into the work
processes. In other words, it helps organizations realize positive business
results.”
KMS lighthouse
Customers around the world in multiple industries, including:
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Product Overview
Lighthouse Desktop• A state-of-the-art
knowledge solution for contact centers, branches and head offices
Lighthouse Self-Service Portal• Publish content directly
to customers diverting traffic to your website
Lighthouse Knowledge Bot• Create a customized
knowledge based bot with no coding or programming
Desktop Workers• Call Center Agents
Distributed Workforce• Field Technicians• Sales Agents
Shops and Branches• Retail shops• Banking branches
Customers• Self service
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Major Financial Organization Deployment
Implemented of Lighthouse for call center agents to provide quick, easy access to knowledge when speaking to customers
Before
After
• Policies were stored as long, complex PDF files with no easy access to specific details including terms and coverage.
• Processes and procedures were not fully structured, easy to consume and find.
• Knowledge with spread over a number of different systems
• Policies and other knowledge structured with defined templates, including Lighthouse’s comparison tool
• Scenario tool utilized for guidance and step-by-step processes and procedures
• Creation of exams in Lighthouse to monitor knowledge gaps
“We are very confident that KMS lighthouse will deliver our current and future needs. We are definitely happy with KMS
lighthouse and we believe this will be a very long partnership”.Michael R. Dela Cruz Head, Customer Communication
& Knowledge Management
Project Goals: reduce time to knowledge and increase customer experience
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Fully customizable UI to ensure the system aligns with the corporate branding to increase adoption and usability
Fully Configurable UI/UX
Dynamic drag-and-drop widgets requiring no coding or programming
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GetAnswer
Limited training required as users
may simply type a question in
natural language and receive an
answer, without opening any
knowledge article in the system
using Lighthouse patent pending
technology.
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Product Comparison
Compare your products or
competitors offerings side-by-side to
help close sales and ensure
the customers are receiving the
product they are looking for
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Guided Decision Flows
Guide employees and customers through a defined step-by-step
process to provide excellent, consistent, informed service
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mLevel is a data-driven, highly engaging learning platform
utilizing spaced repetition and game-based activities.
What is mLevel?
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rapid and easy development
microlearning and game-based activities increase
knowledge retention
tracks knowledge and collects learner data
cloud-based and accessible on every
device
Engaging, Effective, and Measurable Learning
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
what if you could give your employees the knowledge
they need at the exact moment they need it?
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Employees can search for any topic or specific question within KMS Lighthouse’s platform
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
KMS automatically brings up relevant information based on your content
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Digging deeper into the topic, the platform gives definitions and background information
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Digging deeper into the topic, the platform gives definitions and background information
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
mLevel’s course is embedded in the KMS Lighthouse platform for instant access to the games
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Activity:Pathfinder
Scenario-based question and answer activity with branching opportunity
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Activity:Pathfinder
Scenario-based question and answer activity with branching opportunity
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Activity:Pathfinder
Scenario-based question and answer activity with branching opportunity
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Activity:Block Party
Similar to candy crush with questions woven in throughout game
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Activity:Block Party
Similar to candy crush with questions woven in throughout game
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KMS Lighthouse + mLevel: Where Knowledge Management Meets Learning Systems
Activity:Block Party
Similar to candy crush with questions woven in throughout game
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How do you know?
How do you know if your employees are actually
comprehending important information?
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Discover knowledge & understanding at every level:
• Course• Topic• Question• Group or cohort
How do you know?
Move beyond completion data with mLevel Performance Analytics
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Or, drill down into individual User Scorecards
• See knowledge gaps and gains of each employee
• Create reinforcement or a coachable moment
How do you know?
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What's next?
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Join the discussion:
Learn more from our presenters:
@mLevelLearning
@KMSLighthouse
Thank You!