Customer Experience <br />Invigorate Your CustomerExperience Through Social Learning<br />Featured Webinar<br />Presented...
Introductions<br />Mike Merriman<br />Director of Strategic Services Mzinga<br />John WolfChief Operating Officer<br />Kno...
We’d love your participation<br />Session Follow-Up<br /><ul><li>Being social is about interacting & engaging each other &...
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</li></ul>After the event, the following materials will be ...
 Webinar recording
 Chat transcript</li></ul>3<br />
Today’s Agenda<br />
“<br />“<br />Today's workplace is diverse, distributed and full of context shifts. Companies with existing investments in...
Forces Changing Learning Dynamics<br />BusinessDrivers for Social Learning<br />Source:  Constellation Research <br />
Employees Aren’t As Engaged As You Think<br />2011, Blessing White, Inc.<br />
Measuring Employee Engagement<br />2011, Blessing White, Inc.<br />
What is Social Learning?<br />Process Attributes that Foster Learning<br />Democratic StructureOpen Communication<br />Div...
Productivity Gains
Improved Satisfaction & Retention
Increased innovation</li></ul>Common  Purpose<br />that enables<br />Deliberation<br />Social Learning<br />Collaborative ...
Continuous Learning Model Provides Greater  Retention…<br />
Linking Learning with Social delivers results<br />Enhanced efficiencies<br />Improved Productivity<br />Increased Compete...
Where Social Learning Thrives<br />PartnerExperience<br />Employee Experience<br />Customer Experience<br /><ul><li>Partne...
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
Upcoming SlideShare
Loading in...5
×

Invigorate Your Customer Experience Through Social Learning

1,036

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
1,036
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
10
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • 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
  • Invigorate Your Customer Experience Through Social Learning

    1. 1. Customer Experience <br />Invigorate Your CustomerExperience Through Social Learning<br />Featured Webinar<br />Presented by Mzinga & Knowlagent<br />August 2011<br />
    2. 2. Introductions<br />Mike Merriman<br />Director of Strategic Services Mzinga<br />John WolfChief Operating Officer<br />Knowlagent<br />
    3. 3. We’d love your participation<br />Session Follow-Up<br /><ul><li>Being social is about interacting & engaging each other & sharing ideas… so the best way to understand it, is to just do it!
    4. 4. Don’t feel limited: Join in the chat & feel free to tweet about our discussion.(#mzinga)
    5. 5. We also know some of you will prefer to listen; that’s cool too</li></ul>After the event, the following materials will be made available to all of you:<br /><ul><li> Presentation slides
    6. 6. Webinar recording
    7. 7. Chat transcript</li></ul>3<br />
    8. 8. Today’s Agenda<br />
    9. 9. “<br />“<br />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.<br />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.<br />”<br />”<br />Source: Gartner<br />
    10. 10. Forces Changing Learning Dynamics<br />BusinessDrivers for Social Learning<br />Source: Constellation Research <br />
    11. 11. Employees Aren’t As Engaged As You Think<br />2011, Blessing White, Inc.<br />
    12. 12. Measuring Employee Engagement<br />2011, Blessing White, Inc.<br />
    13. 13. What is Social Learning?<br />Process Attributes that Foster Learning<br />Democratic StructureOpen Communication<br />Diverse Participation<br />Various Knowledge Sources<br />Brainstorming<br /><ul><li>Organizational Alignment
    14. 14. Productivity Gains
    15. 15. Improved Satisfaction & Retention
    16. 16. Increased innovation</li></ul>Common Purpose<br />that enables<br />Deliberation<br />Social Learning<br />Collaborative Relationships<br />Generates Knowledge About<br />Facts, Values, Teamwork, Problem solving, Opportunities<br />Source: Schusler<br />
    17. 17. Continuous Learning Model Provides Greater Retention…<br />
    18. 18. Linking Learning with Social delivers results<br />Enhanced efficiencies<br />Improved Productivity<br />Increased Competency<br />In workplaces with combined formal & social learning, employees…<br />Can gain direct access to information they typically spend 12hours per week gathering<br />Perform tasks 41% faster than with formal learning alone <br />Complete tasks 30% more accurately than with formal learning alone<br />Source: US Department of Labor<br />
    19. 19. Where Social Learning Thrives<br />PartnerExperience<br />Employee Experience<br />Customer Experience<br /><ul><li>Partner on-boarding
    20. 20. Ongoing partner education
    21. 21. Ongoing partner engagement
    22. 22. Developer & partner networks
    23. 23. Peer support
    24. 24. New client acquisition
    25. 25. Customer on-boarding
    26. 26. Ongoing customer education
    27. 27. Ongoing customer engagement
    28. 28. Customer networking
    29. 29. Peer support
    30. 30. Social recruiting & on-boarding
    31. 31. Engagement & collaboration
    32. 32. Mentoring
    33. 33. Talent & leadership development</li></li></ul><li>Employees Are Already Using It<br />
    34. 34. …And It’s Improving the Customer Experience<br />Source: MarketingProfs<br />
    35. 35. 1<br />2<br />Acquire<br />A consistent, engaged customer experience aligned with a comprehensive customer lifecycle is essential …<br />Customer ExperienceSolutions<br />Consistent Customer Experience<br />From the Customer’s Perspective<br />Awareness & information gathering<br />Increase sales team collaboration and enable more direct target buyer interactions- ultimately reducing sales cycles.<br />From your Perspective<br />3<br />Engage<br />5<br />Support<br />6<br />Continued support<br />Purchase experience<br />Ongoingcommunication & engagement <br />Implementation/on-boarding experience<br />Significantly reduce support costs and improve customer response times by making your team readily accessible to customer needs in real time.<br />4<br />Develop more interactive, mutually beneficialrelationships with customers that improve satisfaction & retention.<br />Ongoing product/service experience<br />
    36. 36. Key Social Learning Benefits<br />
    37. 37. Measurement Best Practices<br />Source: Gartner <br />
    38. 38. Driving AdoptionIn Your Contact Center….<br />
    39. 39. Call centers are the ultimate change management challenge<br />Intense pressure on labor efficiency<br />Agents are typically in a 100% reactive mode<br />Call center managers are asked to do more with less<br />
    40. 40. Call center managers struggle to find time to develop agents<br />29% provide as much training as they target:<br />73% say service level agreements don’t allow enough time for training<br />37% have no set target for amount of coaching time<br />Source: Ventana Research Call Center Agent Productivity Poll<br />
    41. 41. However, agents have 17 hours of idle time every month<br />Contact center agents spend 11% of their day unproductively waiting for the next customer interaction<br />Break<br />50 minutes of unproductive wait time<br />Lunch<br />Break<br />
    42. 42. Find time by converting idle wait time into Active Wait time<br />Leverage technology to redistribute the idle time and create 15-20 minute activity sessions<br />Use these dynamically scheduled sessions to increase social learning <br />30 minutes of unproductive wait time<br />+20 minutes of<br />“Active Wait”<br />time<br />Break<br />Lunch<br />Break<br />
    43. 43. Dynamic Delivery finds the time<br />Occupancy<br />100%<br />95%<br />90%<br />85%<br />80%<br />75%<br />70%<br />Off-phone Activity Sessions<br />Activity Sessions are delivered dynamically during periods of low call volume to protect service levels<br />
    44. 44. Structured Activity Queues drive the right work at the right time<br />Occupancy<br />100%<br />95%<br />90%<br />85%<br />80%<br />75%<br />70%<br />1) Urgent Must Reads<br />2) Social Learning<br />3) Coaching<br />4) QM Review<br />Agents’ Activity Queues are personalized based on agent need, prioritized based on business objectives, and progress is tracked<br />
    45. 45. Fill unproductive idle time with almost any activity<br />Training<br />Coaching<br />Communication<br />Back-Office<br />
    46. 46. Real World Examples…<br /> Customer Experience <br />
    47. 47. Case Study Overview<br />Business Goals<br />A global leader in providing customer care, human resources and billing services for hundreds of the biggest names in business.<br /><ul><li> 65,000 employees across the globe
    48. 48. Manage 1.7 million client customer & employee contacts
    49. 49. $2.6 billion in annual revenue</li></ul>Drive Optimal Business Performance<br /><ul><li>Implement a solution that provides the technology, training, performance consulting & transaction monitoring for a worldwide workforce of customer service representatives and agents
    50. 50. Find idle time to more efficiently and effectively deliver learning</li></ul>Solution Overview<br /><ul><li>Mzinga Learning & Performance Solutions
    51. 51. KnowlagentRightTime</li></li></ul><li>Solution Design<br />Provides technology, training, performance consulting, & transaction monitoring for worldwide workforce of customer service reps and agents.<br />Production Environment<br />Performance Measurements<br /><ul><li> Agents’ operational performance during the first 30 days in production.
    52. 52. Agents’ quality performance during the first 30 days of performance.
    53. 53. Efficiency of the overall process:</li></ul> - Cost per hour trained<br /> - Cost per transaction monitored<br /> - Graduation rate<br /><ul><li> Training Courses
    54. 54. Call center and agent transaction data</li></ul>(50,000 learning events per year)<br />Learning Solution<br /><ul><li>Social learning solution
    55. 55. Content Management
    56. 56. Performance Management
    57. 57. Assessment
    58. 58. RightTime</li></ul>Agents<br />CustomerService reps<br />Agents<br />CustomerService reps<br />CustomerService reps<br />Agents<br />Agents<br />World-wide, dispersed workforce<br />
    59. 59. Results<br />After recognized success, the company doubled the # of solution licenses due to ROI<br />70%Improvement in administrative efficiency of 50k annual learning events <br />Administrative Efficiency<br />Solution Licenses<br />68k licenses<br />30k licenses<br />With Solution<br />Before Solution<br />2 years later<br />Initial implementation<br />
    60. 60. A few rules of thumb for success…<br /><ul><li>Build a business case
    61. 61. Identify SMEs & others to champion & get buy-in
    62. 62. Develop a strategy- Focus first on key pain points
    63. 63. Identify your audience & focus on their needs
    64. 64. Develop content & programming plans
    65. 65. Select a solution that will meet your needs
    66. 66. Listen & be responsive
    67. 67. Utilize idle time to deploy content
    68. 68. Measure, measure, measure!</li></li></ul><li>Questions?<br />
    69. 69. Thank you!<br />mzinga.com@mzinga<br />knowlagent.com@Knowlagent<br />
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×