invigorate your customer experience through social learning

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l MZINGA.COM 1

Invigorate Your CustomerExperience Through Social Learning

Customer Experience

Featured WebinarPresented by Mzinga & Knowlagent

August 2011


Introductions

Mike MerrimanDirector of Strategic Services

Mzinga

John WolfChief Operating OfficerKnowlagent


We’d love your participation

3

• 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


Topic

The evolution of learning

Social learning highlights & benefits

Driving adoption in your contact center

Use case examples

Q&A

Today’s Agenda


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


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


Employees Aren’t As Engaged As You Think

Percentage of Employees Engaged In Their Companies

Actively EngagedNot Actively Engaged

2011, Blessing White, Inc.


Measuring Employee Engagement

2011, Blessing White, Inc.


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


Continuous Learning Model Provides Greater Retention…


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


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


Employees Are Already Using It


…And It’s Improving the Customer Experience

Source: MarketingProfs


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.


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


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


Driving AdoptionIn Your Contact Center….


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


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


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


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


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


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


Fill unproductive idle time with almost any activity

Training Coaching Communication Back-Office


Real World Examples…

Customer Experience


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


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


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


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!


Questions?


knowlagent.com@Knowlagent

mzinga.com@mzinga

Thank you!

invigorate your customer experience through social learning

Business

social learningsource

social software

social recruiting

formal learning alonesource

continuous learning

ongoing customer engagement

ongoing partner engagement

ongoing customer education