1. Customer Experience Invigorate Your CustomerExperience Through Social Learning Featured Webinar Presented by Mzinga & Knowlagent August 2011

2. Introductions Mike Merriman Director of Strategic Services Mzinga John WolfChief Operating Officer Knowlagent

4. Don’t feel limited: Join in the chat & feel free to tweet about our discussion.(#mzinga)

6. Webinar recording

7. Chat transcript3

8. Today’s Agenda

9. “ “ 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

10. Forces Changing Learning Dynamics BusinessDrivers for Social Learning Source: Constellation Research

11. Employees Aren’t As Engaged As You Think 2011, Blessing White, Inc.

12. Measuring Employee Engagement 2011, Blessing White, Inc.

14. Productivity Gains

15. Improved Satisfaction & Retention

16. Increased innovationCommon Purpose that enables Deliberation Social Learning Collaborative Relationships Generates Knowledge About Facts, Values, Teamwork, Problem solving, Opportunities Source: Schusler

17. Continuous Learning Model Provides Greater Retention…

18. Linking Learning with Social delivers results Enhanced efficiencies Improved Productivity Increased Competency In workplaces with combined formal & social learning, employees… Can gain direct access to information they typically spend 12hours per week gathering Perform tasks 41% faster than with formal learning alone Complete tasks 30% more accurately than with formal learning alone Source: US Department of Labor

20. Ongoing partner education

21. Ongoing partner engagement

22. Developer & partner networks

23. Peer support

24. New client acquisition

25. Customer on-boarding

26. Ongoing customer education

27. Ongoing customer engagement

28. Customer networking

29. Peer support

30. Social recruiting & on-boarding

31. Engagement & collaboration

32. Mentoring

34. …And It’s Improving the Customer Experience Source: MarketingProfs

35. 1 2 Acquire A consistent, engaged customer experience aligned with a comprehensive customer lifecycle is essential … Customer ExperienceSolutions Consistent Customer Experience From the Customer’s Perspective Awareness & information gathering Increase sales team collaboration and enable more direct target buyer interactions- ultimately reducing sales cycles. From your Perspective 3 Engage 5 Support 6 Continued support Purchase experience Ongoingcommunication & engagement Implementation/on-boarding experience Significantly reduce support costs and improve customer response times by making your team readily accessible to customer needs in real time. 4 Develop more interactive, mutually beneficialrelationships with customers that improve satisfaction & retention. Ongoing product/service experience

36. Key Social Learning Benefits

37. Measurement Best Practices Source: Gartner

38. Driving AdoptionIn Your Contact Center….

39. 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

40. Call center managers struggle to find time to develop agents 29% provide as much training as they target: 73% say service level agreements don’t allow enough time for training 37% have no set target for amount of coaching time Source: Ventana Research Call Center Agent Productivity Poll

41. 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 Break 50 minutes of unproductive wait time Lunch Break

42. 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 30 minutes of unproductive wait time +20 minutes of “Active Wait” time Break Lunch Break

43. Dynamic Delivery finds the time Occupancy 100% 95% 90% 85% 80% 75% 70% Off-phone Activity Sessions Activity Sessions are delivered dynamically during periods of low call volume to protect service levels

44. Structured Activity Queues drive the right work at the right time Occupancy 100% 95% 90% 85% 80% 75% 70% 1) Urgent Must Reads 2) Social Learning 3) Coaching 4) QM Review Agents’ Activity Queues are personalized based on agent need, prioritized based on business objectives, and progress is tracked

45. Fill unproductive idle time with almost any activity Training Coaching Communication Back-Office

46. Real World Examples… Customer Experience

48. Manage 1.7 million client customer & employee contacts

52. Agents’ quality performance during the first 30 days of performance.

55. Content Management

56. Performance Management

57. Assessment

58. RightTimeAgents CustomerService reps Agents CustomerService reps CustomerService reps Agents Agents World-wide, dispersed workforce

59. Results After recognized success, the company doubled the # of solution licenses due to ROI 70%Improvement in administrative efficiency of 50k annual learning events Administrative Efficiency Solution Licenses 68k licenses 30k licenses With Solution Before Solution 2 years later Initial implementation

61. Identify SMEs & others to champion & get buy-in

62. Develop a strategy- Focus first on key pain points

63. Identify your audience & focus on their needs

64. Develop content & programming plans

65. Select a solution that will meet your needs

66. Listen & be responsive

67. Utilize idle time to deploy content

69. Thank you! mzinga.com@mzinga knowlagent.com@Knowlagent