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Speeding up front-line customer service

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Improving the content and experience for agents reduces call time and cuts cost

CSI's Blaine Kyllo and BC Hydro's Ken Bell share the successful process of merging several of BC Hydro’s internal information repositories for frontline agents into one central Knowledge Centre. This case study was presented at E Source Forum 2018 as part of a panel on customer experience called Back to CX Basics: Getting Great at What Matters Most.

Published in: Data & Analytics
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Speeding up front-line customer service

  1. 1. Speeding up front-line customer service IMPROVING THE CONTENT AND EXPERIENCE FOR AGENTS REDUCES CALL TIME AND CUTS COST
  2. 2. © 2018 Ken Bell Manager Business Innovation and Operations Customer Service Blaine Kyllo Senior content strategist
  3. 3. © 2018
  4. 4. © 2018 CX/UX is important for internal audiences, too
  5. 5. © 2018 Knowledge Centre user requirements • Speed • Accuracy • Ease of use
  6. 6. © 2018 The Customer Experience
  7. 7. © 2018 Back to basics • User research • IA and navigation • Taxonomy and metadata • Templates and style guides • Writing fundamentals
  8. 8. © 2018 When the experience is interacting with content, improving content improves the experience.
  9. 9. © 2018 Before
  10. 10. © 2018 After
  11. 11. © 2018 Before
  12. 12. © 2018 After
  13. 13. © 2018 That all you got?
  14. 14. © 2018 ROI: $240,000 annually • Elimination of errors and duplicates • 25% efficiency gains with re-written pages
  15. 15. © 2018 What’s next
  16. 16. © 2018 Lessons learned  Content and structure matters in a knowledge management system.  Process experts and SMEs are not the best people to develop and maintain your knowledge centre.
  17. 17. © 2018 Lessons learned  Involve the process experts and SMEs in the development of the new knowledge system and structures to get buy in.  Simplifying content search and look-up results in more efficient CSRs, happier customers, and cost savings for your organization.
  18. 18. © 2018 Knowledge Centre “hacks”  Improve page titles  “Reverse a move out” not “Reversing a move out done in error”  Create content models and templates  Create a glossary; include acronyms
  19. 19. © 2018 Ken Bell 604-699-7020 ken.bell@bchydro.com Blaine Kyllo 778-999-7656 blaine@contentstrategyinc.com

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