Leveraging Social Knowledge for Contact Center Performance"

Leveraging Social Knowledge for Contact Center Performance

January 21st, 2014

Tim Kelly

Executive Director

McKesson BPS Customer Support

• The Challenge

• Approaches / Solutions

• Strategy / Tactics

• Rolling the Snowball

• Measuring Impact

• Future

A Case for the Value of Social

Knowledge

McKesson Proprietary and Attorney-Client Privileged2

Business Performance Services Business Unit

Electronic Medical Records and Practice Management

Applications for Independent Physicians and Clinics

Inbound Call Management with Case Based Approach

Key Performance Indicators in Scorecard at start (Acceptable

Grade of Service %, Average Handle Time, Same Day

Resolution and Customer Satisfaction, Quality and

Productivity)

Customers / Partners Supported through Channel teams (VAR,

Enterprise and Independent)

The Challenge


McKesson Physicians Practice Solutions

No central source of knowledge or information

Several disparate SharePoint sites containing static documents

used for troubleshooting

7 products supported in 3 geographic locations

150+ Full Time Support Roles

11k-13k Case / Call Transactions / month

No ‘real time’ tiered support

The Challenge


McKesson Physicians Practice Solutions

The Challenge


January of 2012 - Values for all product teams combined

Customer Satisfaction (CSAT) 55%

Same Day Resolution (SDR) 47%

Acceptable Grade of Service (AGOS) 25% (< 2”)

Average Handle Time (AHT) 16:58

Average Speed to Answer (ASA) 31:30

Abandon Rate (ABD) 44%

The ChallengeKey Performance Indicators - Original


January of 2013 –

Customer Satisfaction (CSAT) 89%

Same Day Resolution (SDR) 63%

Acceptable Grade of Service (AGOS) 80% (< 2”)

Average Handle Time (AHT) 13:02

Average Speed to Answer (ASA) 2:03

Abandon Rate (ABD) 4%

The ChallengeKey Performance Indicators


The ChallengeCustomer Success Factors - Results


The ChallengeCall Metrics


The ChallengeAverage Handle Time


12:00

13:12

14:24

15:36

16:48

18:00

Jan

-12

Feb

-12

Mar

-12

Ap

r-12

May

-12

Jun-

12

Jul-1

2

Au

g-12

Sep

-12

Oct

-12

No

v-12

Dec

-12

Jan

-13

Feb

-13

Mar

-13

Ap

r-13

May

-13

Min

ute

s : S

eco

nd

sCase Average Handle Time

AHT

1. Single Source Repository for unified Business Knowledge

2. Reduce cycle time to deliver solution (AHT)

– Search / Find process should deliver in 1-4 clicks

3. Eliminate single source knowledge silos; establish a culture

of knowledge sharing

4. Consistent delivery of key solutions across teams

5. Quick / Easy creation content

6. Create Knowledge Culture

Goals / Objectives


Build / Buy?

SharePoint

Business Requirements vs. Vendor Options

Target solution ‘could be’ approaches

Key / Critical Features Desired:

1. Flexible Content / Storage Platform

2. Social Features (liking, following, commenting and notifications)

3. Permissions / segmenting of content

4. ‘Search / Find’ supporting ability to identify information quickly

Approach / SolutionsInitial Assessment


Rigid author, reviewer, approver process

Content structure enforced by forms, rules and field masking

Predetermined authors, reviewers and approvers

Well defined rules / structure defined for authoring and

approving

Service Levels around release of content into community

Approach / SolutionsOption A – Slower content population


No author, reviewer, approver process

Content driven by predetermined templates

Everyone is an author

Limited rules for authoring with social approval

Tag driven content release and syncing

Approach / SolutionsOption B – More aggressive - Preferred Approach


1. Populate Content Quickly; Err on the side of social validation / editing

– All Users can author

– All Users can edit

2. Work space definition (where will you store what)

3. Social Audit Trail – What is changed is visible to team(s)

4. Search / Find Strategy drives content mapping approach

5. Create information architecture using ‘Tags’

6. Create ‘Lifecycle’ ecosystem that perpetuates growth

Strategy / TacticsKnowledge / Content Management Strategy


Strategy / TacticsSolution Lifecycle


Inbound Support

Tier 2

VAR / Customer

Engineering / Developmnet

Product Management

T3 – Technical Engineers

Phone Call

Ph

on

e C

all

Phone / in Person

Dev Review / Bug Scrubs

Pro

du

ct P

lan

nin

g

1

2

34

5

PPS Central / VAR – Customer Central

Advisory Boards6

Rights to Author in KB

Rights to Author in KB

Product Experts

• Search Find should deliver X% of content request in 1-4 clicks

• Activities, Messaging and Notifications create 1 click strategy

• Search dialogue drives 4 click ‘find’ depth

• Create product ‘Table of Contents’ pages to aggregate / centralize content on easily understood concepts

• Search dialogue uses standard Boolean search parameters with default ‘AND’

• Use Tagging to create auto populating content pages ei: #ProductName, #Component, #Subcomponent, #Detail, #SubdetailMcKesson Practice Choice, Medical Billing, Claims, Secondary Claims, Issues

Strategy / TacticsSearch / Find


#ProductName, #Component, #Subcomponent, #Detail,

#Subdetail McKesson Practice Choice, Medical Billing,

Claims, Secondary Claims, Issues

Strategy / TacticsAuto Table of Contents from Tagged Content - Example


Champion for each product /

key area

Primary resource to guide

content creation, educate

team members beyond built

in content and comment /

review on content / strategy

Create continuity / ownership

among teams / groups

Knowledge CultureKnowledge Champions


Every design and strategic intent MUST consider the value

returned to the user for the time invested.

In fact, the perceived value must be greater than the time effort

invested

UROI (User Return on Investment)


Rolling the SnowballBig Vision, Start small, Iterate Quickly


Single Teams

Knowledge Champion(s) Identified

Critical Mass Achieved before next step

Sell the Value Proposition

Measured ImpactReturn on Investment


Return on Investment

$412k

Grade of Service Improvement

16%

Same Day Resolution Improvement

55%Customer Satisfaction Improvement

34% Average Handle Time Improvement

3:56

Average Speed to Answer Improvement

29:27

FutureKIQ – Knowledge IQ


Likes / Article

Author Value

Likes / Person / Use

Solution Value

Likes / Page View

ROITReturn on Invested Time

Page Response Rate

Solution Delivery

Page Views w/o likes

Opportunity Cost

View Time / Page

Content Clarity

Leveraging Social Knowledge for Contact Center Performance"

Business

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