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Kana agent-desktop-webinar-mitch-kramer

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Slides from Kana's recent webinar on adaptive desktop applications with Mitch Kramer. Posted by Mark Duffell

Slides from Kana's recent webinar on adaptive desktop applications with Mitch Kramer. Posted by Mark Duffell

Published in: Business

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  • 1. Welcome  to  KANA‘s  Live  Webinar: What  If   Any  Agent   Could  Handle   Any  Call?Patricia Seybold Group We  will  begin  at  3  minutes  past  the  hour.Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 2. Mitch Kramer• Analyst• Consultant• Writer• Grandson and son of retailers• Historian• Married to a high school English teacher Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 3. Outline• Introduction• Customer service – Definition – Requirements – Assisted service issues• Enabling any agent to handle any call• KANA SEM• Conclusion Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 4. Patricia Seybold Group• Consulting and technology research and publishing• Founded in 1978; based in Boston • Make it easy for your customers to do business with you… • …and you will have satisfied, loyal, profitable customers Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 5. The Any Agent, Any Call Quiz1. Which of these is NOT a customer service resource? a) ERP system b) Knowledgebase c) Sales force automation system d) CRM system e) None of the above Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 6. The Any Agent, Any Call Quiz2. Which of these is the biggest customer issue in customer service? a) Long hold time b) Different answers on the Web and on the telephone c) Retelling the “story.” Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 7. The Any Agent, Any Call Quiz3. Which of these is the biggest agent issue in customer service? a) Training time b) Average call time c) Deflected cases/incidents/tickets d) Escalations Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 8. The Any Agent, Any Call Quiz4. Who is Ronald Katz? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 9. What Is Customer Service? Good afternoon, ABC Software. My name is Ann. How may I help you? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 10. Customer Service Apps, Data, ContentCustomer Service • Case management • Knowledge management • CRM • ERPCustomer Service Channels Customer• Self service• Social service Customer• Assisted service Customer Service Service LifecycleCustomer Lifecycle• Plan• Explore & Select• Purchase Customer Channels• Install & Use• Manage & Maintain Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 11. Customer Service RequirementsCustomers want Organizations want• Answers and solutions • Answers and solutions• Effective and efficient • Efficient and effective• Fast and easy • Fast and easy• Accurate and authoritative • Accurate and authoritative• Multi-channel • Multi-channel• Consistent across channels • Consistent across and within• Seamless cross-channel escalation channels – Know who I am – Know what matters to me now – Know my products, orders, bills – Know my issues – Don’t make me tell my story again – Speak my language Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 12. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 13. What if your agents could follow the rightprocess, just as you had envisioned it?Impact Possible solutions• Inconsistent answers and solutions • Improve training in assisted service • Software that supports customer• Customer abandonment service processes • Process simplification• Inefficient and ineffective customer Benefits service • Reduce trainingRoot cause(s) • Improve customer service• Agents’ training, skills, style consistency, effectiveness, and• Customer service software does not efficiency support customer service • Improve customer acquisition and processes. retention• Process complexity Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 14. Customer Service Processes• Financial applications Process characteristics – Mortgages • Multi-step – Retirement accounts • Conditional – Mutual fund and brokerage accounts • Services from many applications• Healthcare • Data from many sources – Enrollments – Claims• Government – Enrollments Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 15. What if your agents didnt have to alt_tab through15 applications on their desktop?Impact Possible solutions• Slow, inefficient, and ineffective • Software that does the customer service integration for the agentsRoot cause(s) Benefits• Customer service requires a • Speed the delivery of answers wide range of IT resources and solutions • Reduce agent training Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 16. What if your agents didnt need to use post-itnotes and index cards?Impact Possible solutions• Slow, inconsistent, ineffective, • Improve training and inefficient customer service • Software that integrates training,Root cause(s) integrates post-it notes• Gaps in agent training Benefits• Ineffective agent training • Reduce cost to service through• Agent skill level faster calls, reduced training• New policies, procedures, products and services Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 17. What if you didnt have to spend months andmonths on training agents?Impact Possible solutions• Increased cost to serve • Improve training• Increased staff (to do the • Hire better agents training) • Software that builds-in and• Agent job satisfaction automates policies, procedures,Root cause(s) processes• Breadth and depth of knowledge Benefits required to become an agent • Reduced cost to serve Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 18. What if every agent could be your best agent?Impact Possible solutions• Varied quality of customer • Improve training service • Software that integrates trainingRoot cause(s) Benefits• Agent training, skills, • Consistent customer service experience, style • Improved customer satisfaction• Capabilities of customer service systems Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 19. Summarizing…Impacts Possible solutions• Inconsistent answers and solutions • Training in assisted service • Agent skill, style• Customer abandonment • Software• Slow, inefficient, and ineffective customer service Benefits• Increased cost to serve • Cost to serve• Increased staff (to do the training) • Quality of customer service• Agent job satisfaction • Customer acquisition, retention, and• Varied quality of customer service satisfactionCauses• Training• Agents• Software Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 20. KANA Service Experience Management (SEM)Software that enables any agent to handle any call• Process oriented customer service• SEM’s processes embed knowledge of policies, procedures, standards, and practices• SEM packages predefined process building blocks to speed design and development• SEM uses SOA for integration of apps and data Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 21. Visual SEM Development Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 22. KANA SEM • Policies • Procedures • Standards • Practices • Customer service applications • Operational applications Customer • Data • Content Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 23. KANA SEM KANA SEM • Policies • Procedures • Standards • Practices • Customer service applications • Operational applications Customer • Data • Content Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 24. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 25. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 26. What if Any Agent Could Handle Any Call?• What if your agents could • Your agents use KANA SEM follow the right process, just Experience Flows to help as you had envisioned it? answer questions and solve• What if your agents didnt have problems. Experience Flows to alt_tab through 15 automate customer service applications on their desktop? processes.• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 27. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 28. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it? • Experience Flows use SOA to• What if your agents didnt integrate any external have to alt_tab through 15 applications on their desktop? resource and present service results, data, or content in• What if your agents didnt need to use post-it notes and index context with the customer cards? service process• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 29. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 30. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop? • Experience Flows integrate• What if your agents didnt need to use post-it notes and and leverage knowledge. index cards? Update your knowledgebase• What if you didnt have to spend with content about new months and months on training policies and products. Every agents? agent accesses the updates.• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 31. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 32. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards? • Experience Flows encapsulate• What if you didnt have to the details. Agents can focus spend months and months on on the big picture. Training training agents? time can be reduced.• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 33. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents?• What if every agent could be your best agent? Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 34. What if Any Agent Could Handle Any Call?• What if your agents could follow the right process, just as you had envisioned it?• What if your agents didnt have to alt_tab through 15 applications on their desktop?• What if your agents didnt need to use post-it notes and index cards?• What if you didnt have to spend months and months on training agents? • Every agent uses the same• What if every agent could be Experience Flows. So every your best agent? agent can be your best agent. Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 35. Conclusion• Any agent any call quiz• Customer service – Definition – Requirements – Assisted service issues• Enabling any agent to handle any call• KANA SEM Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 36. Thank YouQuestions? More info?Mitch Kramermkramer@customers.com(978) 443-7344 Patricia Seybold Group Trusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 37. Service Experience ManagementDesigned for good experiences. Built for continuous improvement.Patricia Seybold GroupTrusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page
  • 38. KANA  –  A  Customer  Service  Vendor  for  over  15  yearsWHO  WE  AREThe  leader  in  Service  Experience   Management  SoluConsWHO  WE  HELP INDUSTRY  RANKINGSCustomer  Service  Leaders 4  of  top  5  Telcos 1. AT&T 600  Customers  WorldwideHOW  WE  HELP 2. Verizon Financial  Services     120We  let  you  take  control  of  your  Service   3. Sprint  Nextel   4. Comcast   TelecommunicaCons   100 Experience  and  give  you  the  ability  to   5. Direct  TV Retail       75 balance  your  compeCng  goals High-­‐Tech      70 Travel  /  TransportaCon      50 Services      40WHO  WE  SERVE 5  of  top  5 Manufacturing      30 General  RetailersOver  600  B-­‐to-­‐C  companies  with  relentless   Healthcare  /  Insurance      20 1. Wal-­‐Mart   focus  on  customer  service 2. Target   Government      10 3. Sears  Holdings   4. Federated  BUSINESS  IMPACT  FOR  YOU 5. J.C.  Penney  Our  customers  report  double-­‐digit   increases  in  customer  saCsfacCon,   3  of  5 increased  revenue  growth  and  at  the   Specialty  Retailers same  Cme  decreases  in  contact  center   1. Home  Depot   2. Costco costs 3. Lowe’s Patricia Seybold Group 4. Best  Buy   Trusted Advisors to Customer-Centric Executives 5. Staples   © 2011 Patricia Seybold Group Page
  • 39. Any  quesMons,  suggesMons email:  markeMng@kana.comPatricia Seybold GroupTrusted Advisors to Customer-Centric Executives © 2011 Patricia Seybold Group Page