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Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
Invigorate Your Customer Experience Through Social Learning
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Invigorate Your Customer Experience Through Social Learning

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  • What are some of the dynamics that are changing as it relates to learning – people need to learn faster – adoption of social by peopleCompanies have lost credibility in the marketplaceSales Training Satisfaction Is At An All-Time Low Social media is not a fad, it’s now a way of life. Let’s break up some myths with some real data.CRM efforts did a good job on management but failed at customer and relationship[1] http://www.pewinternet.org/Infographics/Growth-in-Adult-SNS-Use-20052009.aspx
  • Even through orgs may not yet be adoptingsocail – it is being leveraged by your emplsGain access to information that can impact my job performance, customers, etc
  • And it also does the same thing for customer engagement – business owners who leverage social technologies to provide improved customer knowledgesharingYour audiences need to expand
  • What benefits can an org gain from implementing social learning and what business impact will come in short term/over time – what should you plan forEnhance relationships and streamline interactions among business partnersNeeds to be 2 sections – benefits to the company that implements social learning and benefits to their customers who leverage social learning – see stuff on right
  • Transition slide – explain call center environment, management held to meet service levels and other key metrics, improvement initiatives not met due to lack of timeVentana Research stat: Only 29% achieve coaching and training targets, mostly (73%) because their service level agreements don’t allow for enough time
  • That same survey gave us some insight on some of the struggles call centers have with trying to increase performance around their top goals.
  • Transition slide – explain call center environment, management held to meet service levels and other key metrics, improvement initiatives not met due to lack of timeVentana Research stat: Only 29% achieve coaching and training targets, mostly (73%) because their service level agreements don’t allow for enough time
  • Transition slide – explain call center environment, management held to meet service levels and other key metrics, improvement initiatives not met due to lack of timeVentana Research stat: Only 29% achieve coaching and training targets, mostly (73%) because their service level agreements don’t allow for enough time
  • Matt: discuss finding time by moving shrinkage to wait time
  • Matt: discuss finding time by moving shrinkage to wait time
  • Do you have applications you use for any of these areas already? Are there any applications you’d like to get more use out of or get higher adoption on?
  • Review of the 7 rules
  • Transcript

    • 1. Customer Experience
      Invigorate Your CustomerExperience Through Social Learning
      Featured Webinar
      Presented by Mzinga & Knowlagent
      August 2011
    • 2. Introductions
      Mike Merriman
      Director of Strategic Services Mzinga
      John WolfChief Operating Officer
      Knowlagent
    • 3. 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!
      • 4. Don’t feel limited: Join in the chat & feel free to tweet about our discussion.(#mzinga)
      • 5. 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
      • 6. Webinar recording
      • 7. Chat transcript
      3
    • 8. Today’s Agenda
    • 9.

      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
    • 10. Forces Changing Learning Dynamics
      BusinessDrivers for Social Learning
      Source: Constellation Research
    • 11. Employees Aren’t As Engaged As You Think
      2011, Blessing White, Inc.
    • 12. Measuring Employee Engagement
      2011, Blessing White, Inc.
    • 13. What is Social Learning?
      Process Attributes that Foster Learning
      Democratic StructureOpen Communication
      Diverse Participation
      Various Knowledge Sources
      Brainstorming
      • Organizational Alignment
      • 14. Productivity Gains
      • 15. Improved Satisfaction & Retention
      • 16. Increased innovation
      Common Purpose
      that enables
      Deliberation
      Social Learning
      Collaborative Relationships
      Generates Knowledge About
      Facts, Values, Teamwork, Problem solving, Opportunities
      Source: Schusler
    • 17. Continuous Learning Model Provides Greater Retention…
    • 18. 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
    • 19. Where Social Learning Thrives
      PartnerExperience
      Employee Experience
      Customer Experience
      • Partner on-boarding
      • 20. Ongoing partner education
      • 21. Ongoing partner engagement
      • 22. Developer & partner networks
      • 23. Peer support
      • 24. New client acquisition
      • 25. Customer on-boarding
      • 26. Ongoing customer education
      • 27. Ongoing customer engagement
      • 28. Customer networking
      • 29. Peer support
      • 30. Social recruiting & on-boarding
      • 31. Engagement & collaboration
      • 32. Mentoring
      • 33. Talent & leadership development
    • Employees Are Already Using It
    • 34. …And It’s Improving the Customer Experience
      Source: MarketingProfs
    • 35. 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
    • 36. Key Social Learning Benefits
    • 37. Measurement Best Practices
      Source: Gartner
    • 38. Driving AdoptionIn Your Contact Center….
    • 39. 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
    • 40. 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
    • 41. 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
    • 42. 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
    • 43. 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
    • 44. 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
    • 45. Fill unproductive idle time with almost any activity
      Training
      Coaching
      Communication
      Back-Office
    • 46. Real World Examples…
      Customer Experience
    • 47. 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
      • 48. Manage 1.7 million client customer & employee contacts
      • 49. $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
      • 50. Find idle time to more efficiently and effectively deliver learning
      Solution Overview
      • Mzinga Learning & Performance Solutions
      • 51. 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.
      • 52. Agents’ quality performance during the first 30 days of performance.
      • 53. Efficiency of the overall process:
      - Cost per hour trained
      - Cost per transaction monitored
      - Graduation rate
      • Training Courses
      • 54. Call center and agent transaction data
      (50,000 learning events per year)
      Learning Solution
      • Social learning solution
      • 55. Content Management
      • 56. Performance Management
      • 57. Assessment
      • 58. RightTime
      Agents
      CustomerService reps
      Agents
      CustomerService reps
      CustomerService reps
      Agents
      Agents
      World-wide, dispersed workforce
    • 59. 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
    • 60. A few rules of thumb for success…
      • Build a business case
      • 61. Identify SMEs & others to champion & get buy-in
      • 62. Develop a strategy- Focus first on key pain points
      • 63. Identify your audience & focus on their needs
      • 64. Develop content & programming plans
      • 65. Select a solution that will meet your needs
      • 66. Listen & be responsive
      • 67. Utilize idle time to deploy content
      • 68. Measure, measure, measure!
    • Questions?
    • 69. Thank you!
      mzinga.com@mzinga
      knowlagent.com@Knowlagent

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