Invigorate Your Customer Experience Through Social Learning

Customer Experience
Invigorate Your CustomerExperience Through Social Learning
Featured Webinar
Presented by Mzinga & Knowlagent
August 2011

Introductions
Mike Merriman
Director of Strategic Services Mzinga
John WolfChief Operating Officer
Knowlagent

We’d love your participation
Session Follow-Up
Being social is about interacting & engaging each other & sharing ideas… so the best way to understand it, is to just do it!
Don’t feel limited: Join in the chat & feel free to tweet about our discussion.(#mzinga)
We also know some of you will prefer to listen; that’s cool too
After the event, the following materials will be made available to all of you:
Presentation slides
Webinar recording
Chat transcript
3

Today’s Agenda

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Today's workplace is diverse, distributed and full of context shifts. Companies with existing investments in learning will look to squeeze even more value from this expenditure.
More techniques and technologies will emerge that incorporate social software, and the lines between learning, talent management and human capital management systems will continue to blur.
”
”
Source: Gartner

Forces Changing Learning Dynamics
BusinessDrivers for Social Learning
Source: Constellation Research

Employees Aren’t As Engaged As You Think
2011, Blessing White, Inc.

Measuring Employee Engagement
2011, Blessing White, Inc.

What is Social Learning?
Process Attributes that Foster Learning
Democratic StructureOpen Communication
Diverse Participation
Various Knowledge Sources
Brainstorming
Organizational Alignment
Productivity Gains
Improved Satisfaction & Retention
Increased innovation
Common Purpose
that enables
Deliberation
Social Learning
Collaborative Relationships
Generates Knowledge About
Facts, Values, Teamwork, Problem solving, Opportunities
Source: Schusler

Continuous Learning Model Provides Greater Retention…

Linking Learning with Social delivers results
Enhanced efficiencies
Improved Productivity
Increased Competency
In workplaces with combined formal & social learning, employees…
Can gain direct access to information they typically spend 12hours per week gathering
Perform tasks 41% faster than with formal learning alone
Complete tasks 30% more accurately than with formal learning alone
Source: US Department of Labor

Where Social Learning Thrives
PartnerExperience
Employee Experience
Customer Experience
Partner on-boarding
Ongoing partner education
Ongoing partner engagement
Developer & partner networks
Peer support
New client acquisition
Customer on-boarding
Ongoing customer education
Ongoing customer engagement
Customer networking
Peer support
Social recruiting & on-boarding
Engagement & collaboration
Mentoring
Talent & leadership development

Employees Are Already Using It

…And It’s Improving the Customer Experience
Source: MarketingProfs

1
2
Acquire
A consistent, engaged customer experience aligned with a comprehensive customer lifecycle is essential …
Customer ExperienceSolutions
Consistent Customer Experience
From the Customer’s Perspective
Awareness & information gathering
Increase sales team collaboration and enable more direct target buyer interactions- ultimately reducing sales cycles.
From your Perspective
3
Engage
5
Support
6
Continued support
Purchase experience
Ongoingcommunication & engagement
Implementation/on-boarding experience
Significantly reduce support costs and improve customer response times by making your team readily accessible to customer needs in real time.
4
Develop more interactive, mutually beneficialrelationships with customers that improve satisfaction & retention.
Ongoing product/service experience

Key Social Learning Benefits

Measurement Best Practices
Source: Gartner

Driving AdoptionIn Your Contact Center….

Call centers are the ultimate change management challenge
Intense pressure on labor efficiency
Agents are typically in a 100% reactive mode
Call center managers are asked to do more with less

Call center managers struggle to find time to develop agents
29% provide as much training as they target:
73% say service level agreements don’t allow enough time for training
37% have no set target for amount of coaching time
Source: Ventana Research Call Center Agent Productivity Poll

However, agents have 17 hours of idle time every month
Contact center agents spend 11% of their day unproductively waiting for the next customer interaction
Break
50 minutes of unproductive wait time
Lunch
Break

Find time by converting idle wait time into Active Wait time
Leverage technology to redistribute the idle time and create 15-20 minute activity sessions
Use these dynamically scheduled sessions to increase social learning
30 minutes of unproductive wait time
+20 minutes of
“Active Wait”
time
Break
Lunch
Break

Dynamic Delivery finds the time
Occupancy
100%
95%
90%
85%
80%
75%
70%
Off-phone Activity Sessions
Activity Sessions are delivered dynamically during periods of low call volume to protect service levels

Structured Activity Queues drive the right work at the right time
Occupancy
100%
95%
90%
85%
80%
75%
70%
1) Urgent Must Reads
2) Social Learning
3) Coaching
4) QM Review
Agents’ Activity Queues are personalized based on agent need, prioritized based on business objectives, and progress is tracked

Fill unproductive idle time with almost any activity
Training
Coaching
Communication
Back-Office

Real World Examples…
Customer Experience

Case Study Overview
Business Goals
A global leader in providing customer care, human resources and billing services for hundreds of the biggest names in business.
65,000 employees across the globe
Manage 1.7 million client customer & employee contacts
$2.6 billion in annual revenue
Drive Optimal Business Performance
Implement a solution that provides the technology, training, performance consulting & transaction monitoring for a worldwide workforce of customer service representatives and agents
Find idle time to more efficiently and effectively deliver learning
Solution Overview
Mzinga Learning & Performance Solutions
KnowlagentRightTime

Solution Design
Provides technology, training, performance consulting, & transaction monitoring for worldwide workforce of customer service reps and agents.
Production Environment
Performance Measurements
Agents’ operational performance during the first 30 days in production.
Agents’ quality performance during the first 30 days of performance.
Efficiency of the overall process:
- Cost per hour trained
- Cost per transaction monitored
- Graduation rate
Training Courses
Call center and agent transaction data
(50,000 learning events per year)
Learning Solution
Social learning solution
Content Management
Performance Management
Assessment
RightTime
Agents
CustomerService reps
Agents
Agents
Agents
World-wide, dispersed workforce

Results
After recognized success, the company doubled the # of solution licenses due to ROI
70%Improvement in administrative efficiency of 50k annual learning events
Administrative Efficiency
Solution Licenses
68k licenses
30k licenses
With Solution
Before Solution
2 years later
Initial implementation

A few rules of thumb for success…
Build a business case
Identify SMEs & others to champion & get buy-in
Develop a strategy- Focus first on key pain points
Identify your audience & focus on their needs
Develop content & programming plans
Select a solution that will meet your needs
Listen & be responsive
Utilize idle time to deploy content
Measure, measure, measure!

Questions?

Thank you!
mzinga.com@mzinga
knowlagent.com@Knowlagent

Invigorate Your Customer Experience Through Social Learning

by Mzinga on Aug 24, 2011

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Invigorate Your Customer Experience Through Social Learning — Webinar Transcript