So you've rolled out knowledge management in your contact center (or you're thinking about it). How do you know if it's actually solving issues faster and making customers happy? If KM is part of your customer service strategy, especially if you’re integrating assisted- and self-service with CRM, the answer is critical -- and it changes the things you should be measuring.
If your contact center has a knowledge management initiative, you need to know the metrics around this critical tool that will give you answers to these questions that your ROI and customer satisfaction depend on:
- How do you measure calls deflected to self-service if you never got the call in the first place?
- Is your “number of articles read” metric really telling you anything valuable?
- How can you start measuring which articles actually resolve contacts, instead of just counting them?
Join us to learn how to develop role-based dashboards that pull together knowledge and customer interaction data to help make management and reporting clear and accessible for tracking performance and ROI and continuously improving customer satisfaction.
Presenters
Greg Oxton
Executive Director, Consortium for Service Innovation
In his 16 years at IBM, Greg held management positions in customer-service operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Greg's specialty is customer service strategy and organizational development.. He was an active member of the Consortium before he joined the Consortium staff in July of 1996. Since that time he has worked with member companies of the Consortium on a variety of projects aimed at improving customer support including adoption of the Knowledge-Centered Support methodology, web based self-service models and online support communities.
Tom Millay
General Manager, CRM, Consona
Tom Millay joined Consona in 2003 as vice president, sales and marketing. In 2006 he was named vice president, industry solutions, and also served as interim general manager of Onyx Software. Tom returned to his VP role in 2007, and was promoted to general manager of Consona CRM in 2008. Prior to joining Consona, Tom held management positions at several startup software companies and was a consultant for Battery Ventures. Tom has 28 years of experience in the information technology industry in sales, marketing, business development and systems development, including positions at Texas Instruments and Sterling Software. Tom holds a B.S. in computer science from the University of Evansville and an M.B.A. from Southern Methodist University.
Tom Wainwright
Director of OEM, QlikView
Tom Wainwright, Director of OEM Alliances, Western Region, and QlikView’s Alliance team have pioneered QlikView’s growing OEM partner business, helping companies like Consona CRM, Wolters Kluwer Health, The TriZetto Group, Sunquest, Epsilon Data Management, and over 100 software companies and information providers embed QlikView in their offerings for Business Discovery and analysis. Tom came to QlikView with almost two decades of experience in the software industry. He worked at Oracle Corporation for 13 years doing sales, OEM recruitment and development, and developing business with Global Systems integrators in the US and Europe. He has also worked at several start-up and emerging software companies in Silicon Valley.
Tom resides in the San Mateo, CA and holds a BA in Economics from the University of California, Berkeley and MBA in Marketing and International Business from New York University.
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