Economische waarde kennis voor cross channel klant interacties

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Economische waarde kennis voor cross channel klant interacties

  1. 1. Economische Waarde Kennis voor Cross-Channel Klant Interacties 16e Nationaal Customer Contact Congres Knowledge Values 29 maart 2012 Prof. Dr. Larry LucardieCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite
  2. 2. 1. Complexiteit: Cross-Channel Klant Interacties Processen Inspiratie Oriëntatie Sales Installatie Service Billing Aftersales Customer Journeys Face-to-face Klant A Klant B Web Self Service Klant C Klant D Kanalen Klant E Post Klant F Klant G Mobile Mail Legenda Transfer Social Media Klant activiteiten Niet-klant activiteiten Call / IVRCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 2
  3. 3. 2. Kennis: Kernfactor Cross-Channel Klant Interacties Kennis Kennis Kanaal Processen Kennis Klant Kennis Kennis Transfer Services Kennis TechnologieCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 3
  4. 4. 3. Lifecycle Kennis en Kennisdragers 1. Agents/operators/experts 2. Documenten/Tools 3. Applicaties Training + ervaring: tijdsintensief, Productie erg duur. Zeer kennis- en kostenintensief door Creëren kennis geringe flexibiliteit, kennisverlies door Kennis niet compleet, correct, specificatie en implementatie, buried personeelsverloop. consistent en transparant. logic set in concrete. Gelimiteerd via menselijke Documenten zijn niet multi channel Uitrollen kennis aanwezigheid. friendly. Uitrolstappen. Gelimiteerd door menselijke Lange zoektijden. Handleidingen, trainingen en ervaring Gebruik kennis aanwezigheid. nodig. Meerdere interpretaties mogelijk. Training + ervaring: tijdsintensief, Productie erg duur. Onderhoud kennis geringe flexibiliteit, kennisverlies door Kennis niet compleet, correct, Duur en foutgevoelig. personeelsverloop. consistent en transparant.Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 4
  5. 5. 4. Lifecycle Kennis en Technieken Inhoudsopgave PROCEDURE DIVISION. PrintGuestReport. MuST, powered by Annet.......................................................................................................5 Annet via CMS.......................................................................................................................6 SORT WorkFile ON ASCENDING CountryNameWF Inloggen .................................................................................................................................6 Zoekresultaat via CMS ...........................................................................................................7 INPUT PROCEDURE IS SelectForeignGuests Zoekresultaat algemeen ..........................................................................................................7 GIVING SortedGuestsFile. Het linkerscherm ....................................................................................................................9 Administratie MPHD1/MPSD ..........................................................................................10 OPEN INPUT SortedGuestsFile Orderstatus .......................................................................................................................13 Rechterzijde .........................................................................................................................14 OPEN OUTPUT ForeignGuestReport Tabblad verbinding...........................................................................................................15 WRITE PrintLine FROM Heading1 ATM ping.....................................................................................................................16 Chk Redirect.................................................................................................................17 AFTER ADVANCING PAGE Dsl check......................................................................................................................19 Factory Defaults ...........................................................................................................23 WRITE PrintLine FROM Heading2 Firewall Vw..................................................................................................................24 AFTER ADVANCING 2 LINES Herstart Modem............................................................................................................25 Klant Ping.....................................................................................................................26 READ SortedGuestsFile Modem Chk..................................................................................................................27 RG Status .....................................................................................................................29 AT END SET EndOfSortedFile TO TRUE Upgrade RG..................................................................................................................31 END-READ VC Info ........................................................................................................................33 Vervang RG..................................................................................................................34 PERFORM PrintReportBody UNTIL EndOfSortedFile Tabblad Internet ...............................................................................................................37 Change BroadC. ...........................................................................................................38 WRITE PrintLine FROM ReportFooting Change Channel............................................................................................................39 AFTER ADVANCING 3 LINES Multi IP Chk.................................................................................................................40 Profiel Chk ...................................................................................................................42 CLOSE SortedGuestsFile, ForeignGuestReport Radius Trace.................................................................................................................44 Reset Wifi Pwd.............................................................................................................46 STOP RUN. Verzend WPA...............................................................................................................47 SelectForeignGuests. Wep – Wpa...................................................................................................................49 Wifi Chk.......................................................................................................................50 OPEN INPUT GuestBookFile. Wlan Up/Down.............................................................................................................52 Tabblad Telefonie.............................................................................................................53 READ GuestBookFile Check VRS...................................................................................................................54 AT END SET EndOfFile TO TRUE SIP RG Info..................................................................................................................55 Sync. SIP ......................................................................................................................57 END-READ Tel. Info........................................................................................................................58 Tel.nr. op Port 1 / 2.......................................................................................................61 PERFORM UNTIL EndOfFile Wijz. BGG / BIG / Direct .............................................................................................63 IF NOT CountryIsIreland Wijz. NR.WG. ..............................................................................................................65 Tabblad Cockpit ...............................................................................................................66 MOVE Account gegevens.........................................................................................................67CopyrightPassword.............................................................................................................68 Reset © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 5
  6. 6. 5. Voorwaarden Boeken Economische Waarde Kennis I. Scherp Onderscheid Kennis en Kennisrepresentatie Structureer kennis Doelgericht & Transparant Kies de juiste representatietechniek II. Maak kennis direct bruikbaarCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 6
  7. 7. 6. Kennis Gebaseerd Werken ...... met Advanced Knowledge Services™: een totaal aanpak om de lifecycle van kennis geavanceerd te managen Wetenschappelijke methodiek: Vernieuwende technologie: Smart Content Design™ Framework Match™ Technology Suite A B C Geavanceerde Geavanceerde Geavanceerde Kennis Specificatie Kennis Interactie Kennis Monitoring Match™ Developer Match™ (Web) Player Match™ Dashboard Proces Desktop Interface Kennis Kennis Kennis Tabel Tabel TabelCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 7
  8. 8. 7. Advanced Knowledge Life Cycle SpecificatieKENNIS BRONNEN SPECIFICEREN EN TESTEN VAN KENNIS = GEBRUIKEN EN MONITOREN VAN KENNIS KENNIS GEBRUIKERS Implementatie Relationship to the Match™ Aqua Suite! !"#$%&(")$*&+",-&./$&0/$-"#.$%&(")$1.-/2(+$! "#$%&!(#)&*+#,-!.)!/#,$!+0!$&1!"#$%&!234#!54.$1!#6-!.)!#6! 17$,1819:!/+;1,049!0,#81;+,<!;&16!4)1-!$+=1$&1,!;.$&!+$&1,!$&1! Opsporen, ontwikkelen, structureren, Direct gebruiken van kennis op maat Mensen “vangen” en verbeteren van kennis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ennis is directly executable! Genereren van kennis applicaties zonder gebruik van enige hardcode voor Machines / Systemen snelle transfer van kennis. SINGLE POINT OF MAINTENANCE MULTIPLE INTERACTION POINTSCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 8
  9. 9. 8. Specificatie = implementatie! GEAVANCEERDE SPECIFICATIE GEAVANCEERDE APPLICATIE =Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 9
  10. 10. 9. Self-Servicing Channel Advanced Online Intelligent Opleidings Advies Intelligent Online Hypotheek Advies Intelligent Online Betaal Pakket AdviesCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 10
  11. 11. 10. Cross-Channel Knowledge-based Intelligent Channel Management Segmentation & Interaction ✓ Contextual knowledge transfer Smart Customer, User and ✓ Interactive, dialogue driven Application Interaction enterprise knowledge ✓ Rapid learning loop Match™ Knowledge Base System Automation & Adaptation Smart Knowledge Process UI ✓ Capture (people, system, paper) Infrastructure: Knowledge Knowledge scale and automate business Agile Business Logics Base Base logics (= enterprise knowledge) Agile UI Layer ✓ Digital enterprise knowledge is Agile Automation one on one application / UI Data/Information Optimization DataBase Systems External Data Sources Information Systems ✓ Extract hidden business logics Data / Information Systems ✓ Check correctness, complete- Layer ness and consistency of data Security Systems Development Systems OEM Systems and informationCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 11
  12. 12. 11. Economische Waarde Kennis Cross-Channel (1) AS IS TO BE Life Cyle situation situation Explanation Specifications Speed Cost Quality Speed Cost Quality Production Quicker development of back-end specifications using Match™ Technology instead of text technology. Especially when specific template 200 50 200 10O 10O 10O knowledge bases can be used for file validations, creating entries and (2 x faster) (2 x cheaper) (2 x better) overviews Deployment Immediate availability (on the internet for example) 300 50 200 10O 10O 10O (3 x faster) (2 x cheaper) (2 x better) Use 1 Increase in transparency and therefore insight in completeness, 200 50 200 consistency and correctness. 2 Specifications are executable ! 3 Easier 100 100 100 (2 x faster) (2 x cheaper) (3 x cheaper) designing and programming 4 Less testing 5 Less production problems Maintenance Single point of true instead having to maintain 5 (with various versions of) 300 50 200 100 100 100 documents. Automatic integrity Controls (3 x faster) (2 x cheaper) (3 x cheaper)Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 12
  13. 13. 12. Economische Waarde Kennis Cross-Channel (2) AS-IS TO-BE (Information-based) (Knowledge-based) Face-to-Face Meetings Face Face-to-Face Meetings Web-Cam/Voice IP Telephone Call Telephone Email/Chat/SMS Print & Post Documents Knowledge-Based Self-Service Web Player Email Click Information-Based Internet • Buried Knowledge • Right knowledge at the • High need for human right time capacity • FTE reduction • Time wasting • Increased productivity • Out of date • Scalable solutionsCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 13
  14. 14. 13. Economische Waarde Kennis Cross-Channel (3) Initial service request flows Match™ Smart service request flows Type 1 Regular service request First line Second line Third line First line Second line Third line Incoming Incoming Saves service requests service requests Time: 4 h Time: 1 h 5 min 2 h 55 min Costs: ! 158 Costs: ! 123 ! 35  Service request fixed sooner in the call management process (at the 2nd line) Type 2 Incoming Medium priority service request service requests Incoming Saves Time: 4.5 h service requests Costs: ! 218 Time: 1 h 5 min 3 h 25 min Costs: ! 123 ! 95  Smart assignment 1: instant dispatch to the right Expert Group, skipping 3 Expert Groups Saves Type 3 Urgent service request High priority service request Urgent service request Time: 1 h 2.5 h80 % of the incoming service requests Time: 3.5 h Costs: ! 100 ! 100(=24000) follow the three typical service Costs: ! 200request flows mentioned above.  Smart assignment 2: instant dispatch to the right Expert Group, skipping 1 Expert GroupSaves: ! 192 - ! 115.3 = ! 76.7 ! 76.7 * 24000 service requests Average costs: ! 192 Average costs: ! 115.3= ! 1 840 800 (per month)Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 14
  15. 15. 14. Samenvatting en stellingen Samenvang Stellingen   Stelling 1:1. Structureel en groter wordend belang van Kennis voor cross channel klant interacties Kennis is een onderbenutte productiefactor in2. Issues met huidige omgang van kennis: cross channel klant interacties (a) Waardering niet in overeenstemming met de economische waarde Stelling 2: (b) Kennisfasen i. Dure Ontwikkeling Er is een helder verband tussen de kwaliteit van ii. Moeilijke Deployment kennismanagement enerzijds en operationele kosten en iii. Moeizaam Gebruik van kennis klantvriendelijkheid anderzijds iv. Duur onderhoud Stelling 3:3. Kennis Gebaseerd Werken: A, B, C4. Business Excellence Productontwikkeling -en aanbod vergt geavanceerd kennismanagement en geen informatiemanagementCopyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 15

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