Kana agent-desktop-webinar-mitch-kramer

Welcome
to
KANA‘s
Live
Webinar:

What
If

Any
Agent

Could
Handle

Any
Call?

Patricia Seybold Group

We
will
begin
at
3
minutes
past
the
hour.
Trusted Advisors to Customer-Centric Executives
© 2011 Patricia Seybold Group Page

Mitch Kramer
• Analyst
• Consultant
• Writer
• Grandson and son of retailers
• Historian
• Married to a high school English
teacher


Outline
• Introduction
• Customer service
– Definition
– Requirements
– Assisted service issues
• Enabling any agent to handle any call
• KANA SEM
• Conclusion


• Consulting and technology research and publishing
• Founded in 1978; based in Boston

• Make it easy for your customers to do
business with you…
• …and you will have satisfied, loyal,
profitable customers


The Any Agent, Any Call Quiz
1. Which of these is NOT a customer service resource?

a) ERP system
b) Knowledgebase
c) Sales force automation system
d) CRM system
e) None of the above


2. Which of these is the biggest customer issue in customer
service?

a) Long hold time
b) Different answers on the Web and on the telephone
c) Retelling the “story.”


3. Which of these is the biggest agent issue in customer
service?

a) Training time
b) Average call time
c) Deflected cases/incidents/tickets
d) Escalations


4. Who is Ronald Katz?


What Is Customer Service?

Good afternoon,
ABC Software.
My name is Ann.
How may I help
you?


Customer Service Apps, Data, Content
Customer Service • Case management
• Knowledge management
• CRM
• ERP
Customer Service Channels

Customer
• Self service
• Social service

Customer
• Assisted service

Customer
Service
Service
Lifecycle
Customer Lifecycle
• Plan
• Explore & Select
• Purchase
Customer

Channels
• Install & Use
• Manage & Maintain


Customer Service Requirements
Customers want Organizations want
• Answers and solutions • Answers and solutions
• Effective and efficient • Efficient and effective
• Fast and easy • Fast and easy
• Accurate and authoritative • Accurate and authoritative
• Multi-channel • Multi-channel
• Consistent across channels • Consistent across and within
• Seamless cross-channel escalation channels
– Know who I am
– Know what matters to me now
– Know my products, orders, bills
– Know my issues
– Don’t make me tell my story again
– Speak my language


What if Any Agent Could Handle Any Call?
• What if your agents could follow the right process, just as
you had envisioned it?
• What if your agents didn't have to alt_tab through 15
applications on their desktop?
• What if your agents didn't need to use post-it notes and
index cards?
• What if you didn't have to spend months and months on
training agents?
• What if every agent could be your best agent?


What if your agents could follow the right
process, just as you had envisioned it?
Impact Possible solutions
• Inconsistent answers and solutions • Improve training
in assisted service • Software that supports customer
• Customer abandonment service processes
• Process simplification
• Inefficient and ineffective customer
Benefits
service
• Reduce training
Root cause(s)
• Improve customer service
• Agents’ training, skills, style consistency, effectiveness, and
• Customer service software does not efficiency
support customer service • Improve customer acquisition and
processes. retention
• Process complexity


Customer Service Processes
• Financial applications Process characteristics
– Mortgages • Multi-step
– Retirement accounts • Conditional
– Mutual fund and brokerage
accounts • Services from many applications
• Healthcare • Data from many sources
– Enrollments
– Claims
• Government
– Enrollments


What if your agents didn't have to alt_tab through
15 applications on their desktop?

• Slow, inefficient, and ineffective • Software that does the
customer service integration for the agents
Root cause(s) Benefits
• Customer service requires a • Speed the delivery of answers
wide range of IT resources and solutions
• Reduce agent training


What if your agents didn't need to use post-it
notes and index cards?

• Slow, inconsistent, ineffective, • Improve training
and inefficient customer service • Software that integrates training,
Root cause(s) integrates post-it notes
• Gaps in agent training Benefits
• Ineffective agent training • Reduce cost to service through
• Agent skill level faster calls, reduced training
• New policies, procedures,
products and services


What if you didn't have to spend months and
months on training agents?

• Increased cost to serve • Improve training
• Increased staff (to do the • Hire better agents
training) • Software that builds-in and
• Agent job satisfaction automates policies, procedures,
Root cause(s) processes
• Breadth and depth of knowledge Benefits
required to become an agent • Reduced cost to serve


What if every agent could be your best agent?

• Varied quality of customer • Improve training
service • Software that integrates training
Root cause(s) Benefits
• Agent training, skills, • Consistent customer service
experience, style • Improved customer satisfaction
• Capabilities of customer service
systems


Summarizing…
Impacts Possible solutions
• Inconsistent answers and solutions • Training
in assisted service • Agent skill, style
• Customer abandonment
• Software
• Slow, inefficient, and ineffective
customer service Benefits
• Increased cost to serve • Cost to serve
• Increased staff (to do the training) • Quality of customer service
• Agent job satisfaction • Customer acquisition, retention, and
• Varied quality of customer service satisfaction
Causes
• Training
• Agents
• Software


KANA Service Experience Management (SEM)
Software that enables any agent to handle any call
• Process oriented customer service
• SEM’s processes embed knowledge of policies,
procedures, standards, and practices
• SEM packages predefined process building blocks to
speed design and development
• SEM uses SOA for integration of apps and data


Visual SEM Development


KANA SEM

• Policies
• Procedures
• Standards
• Practices
applications
• Operational
applications
Customer • Data
• Content


KANA SEM
KANA SEM
• Policies
• Procedures
• Standards
• Practices
applications
• Operational
applications
Customer • Data
• Content


• What if your agents could
follow the right process, just
as you had envisioned it?
• What if your agents didn't have
to alt_tab through 15
• What if your agents didn't need
to use post-it notes and index
cards?
• What if you didn't have to spend
months and months on training
agents?
• What if every agent could be
your best agent?


• What if your agents could • Your agents use KANA SEM
follow the right process, just Experience Flows to help
as you had envisioned it? answer questions and solve
• What if your agents didn't have problems. Experience Flows
to alt_tab through 15 automate customer service
applications on their desktop? processes.
cards?
agents?
your best agent?


• What if your agents could follow
the right process, just as you
had envisioned it?
• What if your agents didn't
have to alt_tab through 15
cards?
agents?
your best agent?


had envisioned it?
• Experience Flows use SOA to
• What if your agents didn't integrate any external
have to alt_tab through 15
applications on their desktop? resource and present service
results, data, or content in
to use post-it notes and index context with the customer
cards? service process
agents?
your best agent?


had envisioned it?
need to use post-it notes and
index cards?
agents?
your best agent?


had envisioned it?
• Experience Flows integrate
need to use post-it notes and and leverage knowledge.
index cards? Update your knowledgebase
• What if you didn't have to spend with content about new
months and months on training policies and products. Every
agents? agent accesses the updates.
your best agent?


had envisioned it?
cards?
• What if you didn't have to
spend months and months on
training agents?
your best agent?


had envisioned it?
cards? • Experience Flows encapsulate
• What if you didn't have to the details. Agents can focus
spend months and months on on the big picture. Training
training agents? time can be reduced.
your best agent?


had envisioned it?
cards?
agents?
your best agent?


had envisioned it?
cards?
agents? • Every agent uses the same
• What if every agent could be Experience Flows. So every
your best agent? agent can be your best agent.


Conclusion
• Any agent any call quiz
– Definition
– Requirements
– Assisted service issues
• Enabling any agent to handle any call
• KANA SEM


Thank You

Questions? More info?

Mitch Kramer
mkramer@customers.com
(978) 443-7344


Service Experience Management
Designed for good experiences. Built for continuous improvement.


KANA
–
A
Customer
Service
Vendor
for
over
15
years
WHO
WE
ARE
The
leader
in
Service
Experience

Management
SoluCons

WHO
WE
HELP INDUSTRY
RANKINGS
Customer
Service
Leaders
4
of
top
5
Telcos
1. AT&T 600
Customers
Worldwide
HOW
WE
HELP 2. Verizon
Financial
Services

120
We
let
you
take
control
of
your
Service
3. Sprint
Nextel

4. Comcast
TelecommunicaCons
100
Experience
and
give
you
the
ability
to
5. Direct
TV Retail

75
balance
your
compeCng
goals High-‐Tech

70
Travel
/
TransportaCon

50
Services

40
WHO
WE
SERVE 5
of
top
5
Manufacturing

30
General
Retailers
Over
600
B-‐to-‐C
companies
with
relentless
Healthcare
/
Insurance

20
1. Wal-‐Mart

focus
on
customer
service 2. Target
Government

10
3. Sears
Holdings

4. Federated

BUSINESS
IMPACT
FOR
YOU 5. J.C.
Penney

Our
customers
report
double-‐digit

increases
in
customer
saCsfacCon,
3
of
5
increased
revenue
growth
and
at
the
Specialty
Retailers
same
Cme
decreases
in
contact
center
1. Home
Depot

2. Costco
costs
3. Lowe’s
Patricia Seybold Group 4. Best
Buy

Trusted Advisors to Customer-Centric Executives 5. Staples


Any
quesMons,
suggesMons
email:
markeMng@kana.com


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