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Invigorate Your CustomerExperience Through Social Learning
Customer Experience
Featured WebinarPresented by Mzinga & Knowlagent
August 2011
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Introductions
Mike MerrimanDirector of Strategic Services
Mzinga
John WolfChief Operating OfficerKnowlagent
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We’d love your participation
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• Being social is about interacting & engaging each other & sharing ideas… so the best way to understand it, is to just do it!
• 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
Session Follow-UpAfter the event, the
following materials will
be made available to all
of you:
• Presentation slides
• Webinar recording
• Chat transcript
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Topic
The evolution of learning
Social learning highlights & benefits
Driving adoption in your contact center
Use case examples
Q&A
Today’s Agenda
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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
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Forces Changing Learning Dynamics
Changing workforce dynamics
Failure of traditional
learning alone to meet varied learner needs
Increase in social media
adoption
Source: Constellation Research
BusinessDrivers for Social Learning
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Employees Aren’t As Engaged As You Think
Percentage of Employees Engaged In Their Companies
Actively EngagedNot Actively Engaged
2011, Blessing White, Inc.
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Measuring Employee Engagement
2011, Blessing White, Inc.
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What is Social Learning?
Deliberationthat enables
Social Learning
Process Attributes that Foster Learning
Generates Knowledge
About
Common Purpose
Collaborative Relationships
Source: Schusler
Facts, Values, Teamwork, Problem solving,
Opportunities
Democratic StructureOpen CommunicationDiverse Participation
Various Knowledge SourcesBrainstorming
• Organizational Alignment
• Productivity Gains
• Improved Satisfaction & Retention
• Increased innovation
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Continuous Learning Model Provides Greater Retention…
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Enhanced efficienciesImproved Productivity
Linking Learning with Social delivers results
In workplaces with combined formal & social learning, employees…
Source: US Department of Labor
Complete tasks 30% more accurately than with
formal learning alone
Increased Competency
Perform tasks 41% faster than with formal
learning alone
Can gain direct access to
information they typically
spend 12 hours per week
gathering
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Where Social Learning Thrives
Customer Experience
Employee Experience
PartnerExperience
• New client acquisition
• Customer on-boarding
• Ongoing customer education
• Ongoing customer engagement
• Customer networking
• Peer support
• Partner on-boarding
• Ongoing partner education
• Ongoing partner engagement
• Developer & partner networks
• Peer support
• Social recruiting & on-boarding
• Engagement & collaboration
• Mentoring
• Talent & leadership development
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Employees Are Already Using It
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…And It’s Improving the Customer Experience
Source: MarketingProfs
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Consistent
Customer
Experience
1
35
A consistent, engaged customer experience aligned with a comprehensive customer lifecycle is essential …
4
6 2
Awareness & information gathering
Purchase experience
Implementation/on-boarding experience
Ongoing product/service experience
Ongoingcommunication & engagement
Continued support
From the Customer’s Perspective
Customer ExperienceSolutions
Acquire
EngageSuppor
t
From your PerspectiveIncrease sales team collaboration and enable more direct target buyer interactions- ultimately reducing sales cycles.
Develop more interactive, mutually beneficial relationships with customers that improve satisfaction & retention.
Significantly reduce support costs and improve customer response times by making your team readily accessible to customer needs in real time.
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Key Social Learning Benefits
Productivity & Efficiency Gains
Reduce lost opportunity costs by extending learning value
Provide networks of mentors, SMEs, etc. to other employees
Reduce soverall learning development timelines
Enables a culture of continuous knowledge sharing
Revenue & Retention Opportunities
Improve up-sell by offering extended customer education & support
Increase customer retention by empowering employees to perform
their jobs more effectively
Expand connections & relationships within the overall business
Improve brand recognition through voice of the customer
Customer Experience Benefits
Deliver more relevant content, events, and learning programs
Improve customer response times
Enrich user participation by acknowledging contributions via
recognition
Drive increased customer satisfaction
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Measurement Best Practices
Listen and calculate engagement, influence, sentiment and overall adoption & retention.
Establish a continuous improvement culture, along with an ROI model. Maintain a benchmark to compare against future snapshots. Build dashboards with relevant social metrics and learn the
procedures of test and measure.
Publish updates that includes metrics to inform others of the presence and value of the initiative, and recruit others to
participate.
Seek patterns among the social learning activity to build a metric model repository
Add social dimensions into the employee record or customer relationship management data model
Source: Gartner
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Driving AdoptionIn Your Contact Center….
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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
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Call center managers struggle to find time to develop agents
73% say service level agreements don’t allow enough time for training
29% provide as much training as they target:
37% have no set target for amount of coaching time
Source: Ventana Research Call Center Agent Productivity Poll
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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
Lunch
Break
Break
50 minutes of unproductive wait time
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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
Lunch
Break
Break
30 minutes of unproductive wait time+20 minutes of“Active Wait”time
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Occupancy
Dynamic Delivery finds the time
Activity Sessions are delivered dynamically during periods of low call volume to protect service levels
100%
95%
90%
85%
80%
75%
70%Off-phone Activity Sessions
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Occupancy
Structured Activity Queues drive the right work at the right time
Agents’ Activity Queues are personalized based on agent need, prioritized based on business objectives, and progress is tracked
100%
95%
90%
85%
80%
75%
70%
1) Urgent Must Reads
2) Social Learning
3) Coaching
4) QM Review
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Fill unproductive idle time with almost any activity
Training Coaching Communication Back-Office
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Real World Examples…
Customer Experience
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Solution Overview
Business Goals
Mzinga Learning & Performance Solutions
Knowlagent RightTime
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
Find idle time to more efficiently and effectively deliver learning
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 Manage 1.7 million client customer & employee contacts $2.6 billion in annual revenue
Case Study Overview
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Production Environment
Solution DesignProvides technology, training, performance consulting, & transaction monitoring for worldwide workforce of customer service reps and agents.
• Agents’ operational performance during the first 30 days in production.
• Agents’ quality performance during the first 30 days of performance.
• Efficiency of the overall process:
- Cost per hour trained - Cost per transaction monitored
- Graduation rate
Learning Solution
Performance Measurements
• Social learning solution• Content Management• Performance Management• Assessment• RightTime
• Training Courses
• Call center and agent transaction data
(50,000 learning events per year)
World-wide, dispersed workforce
AgentsAgentsCustomerService
reps
CustomerService
reps AgentsAgents
CustomerService
reps
CustomerService
reps
CustomerService
reps
CustomerService
repsAgentsAgents
AgentsAgents
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Results
Before Solution
Ad
min
istr
ati
ve
Eff
icie
ncy
With Solution
70% Improvement
in administrative efficiency of 50k annual
learning events
Initial implementation
So
luti
on
Lic
ense
s2 years
later
After recognized success, the
company doubled the # of solution licenses due to
ROI
30k licenses
68k licenses
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A few rules of thumb for success…
• Build a business case
• Identify SMEs & others to champion & get buy-in
• Develop a strategy- Focus first on key pain points
• Identify your audience & focus on their needs
• Develop content & programming plans
• Select a solution that will meet your needs
• Listen & be responsive
• Utilize idle time to deploy content
• Measure, measure, measure!
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Questions?
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knowlagent.com@Knowlagent
mzinga.com@mzinga
Thank you!