Economische waarde kennis voor cross channel klant interacties

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Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite Knowledge Values Prof. Dr. Larry Lucardie 16 e Nationaal Customer Contact Congres 29 maart 2012 Economische Waarde Kennis voor Cross-Channel Klant Interacties

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Transcript of Economische waarde kennis voor cross channel klant interacties

Page 1: Economische waarde kennis voor cross channel klant interacties

Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite

Knowledge ValuesProf. Dr. Larry Lucardie

16e Nationaal Customer Contact Congres29 maart 2012

Economische Waarde Kennis

voor

Cross-Channel Klant

Interacties

Page 2: Economische waarde kennis voor cross channel klant interacties

Klant A Klant B Klant C Klant DKlant EKlant FKlant G

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Klant activiteiten

Niet-klant activiteiten

1. Complexiteit: Cross-Channel Klant Interacties

Face-to-face

Web Self Service

Post

Mobile

Mail

Inspiratie Oriëntatie Sales Installatie Service Billing Aftersales

Legenda

Transfer

Kan

alen

Processen Customer Journeys

Social Media

Call / IVR

Page 3: Economische waarde kennis voor cross channel klant interacties

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2. Kennis: Kernfactor Cross-Channel Klant Interacties

KennisTransfer

Kennis Processen

KennisServices

KennisTechnologie

KennisKanaal

KennisKlant

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3. Lifecycle Kennis en Kennisdragers

1. Agents/operators/experts 2. Documenten/Tools 3. Applicaties

Creëren kennis Training + ervaring: tijdsintensief,

geringe flexibiliteit, kennisverlies door personeelsverloop.

Productie erg duur. Kennis niet compleet, correct,

consistent en transparant.

Zeer kennis- en kostenintensief door specificatie en implementatie, 'buried

logic set in concrete'.

Uitrollen kennis Gelimiteerd via menselijke aanwezigheid.

Documenten zijn niet multi channel friendly.

Uitrolstappen.

Gebruik kennis Gelimiteerd door menselijke aanwezigheid.

Lange zoektijden.Meerdere interpretaties mogelijk.

Handleidingen, trainingen en ervaring nodig.

Onderhoud kennis Training + ervaring: tijdsintensief,

geringe flexibiliteit, kennisverlies door personeelsverloop.

Productie erg duur. Kennis niet compleet, correct,

consistent en transparant.Duur en foutgevoelig.

Page 5: Economische waarde kennis voor cross channel klant interacties

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4. Lifecycle Kennis en Technieken

PROCEDURE DIVISION.PrintGuestReport. SORT WorkFile ON ASCENDING CountryNameWF INPUT PROCEDURE IS SelectForeignGuests GIVING SortedGuestsFile. OPEN INPUT SortedGuestsFile OPEN OUTPUT ForeignGuestReport WRITE PrintLine FROM Heading1 AFTER ADVANCING PAGE WRITE PrintLine FROM Heading2 AFTER ADVANCING 2 LINES READ SortedGuestsFile AT END SET EndOfSortedFile TO TRUE END-READ PERFORM PrintReportBody UNTIL EndOfSortedFile WRITE PrintLine FROM ReportFooting AFTER ADVANCING 3 LINES CLOSE SortedGuestsFile, ForeignGuestReport STOP RUN.SelectForeignGuests. OPEN INPUT GuestBookFile. READ GuestBookFile AT END SET EndOfFile TO TRUE END-READ PERFORM UNTIL EndOfFile IF NOT CountryIsIreland MOVE

Inhoudsopgave

MuST, powered by Annet.......................................................................................................5

Annet via CMS.......................................................................................................................6

Inloggen .................................................................................................................................6

Zoekresultaat via CMS ...........................................................................................................7

Zoekresultaat algemeen ..........................................................................................................7

Het linkerscherm ....................................................................................................................9

Administratie MPHD1/MPSD ..........................................................................................10

Orderstatus .......................................................................................................................13

Rechterzijde .........................................................................................................................14

Tabblad verbinding...........................................................................................................15

ATM ping.....................................................................................................................16

Chk Redirect.................................................................................................................17

Dsl check......................................................................................................................19

Factory Defaults ...........................................................................................................23

Firewall Vw..................................................................................................................24

Herstart Modem............................................................................................................25

Klant Ping.....................................................................................................................26

Modem Chk..................................................................................................................27

RG Status .....................................................................................................................29

Upgrade RG..................................................................................................................31

VC Info ........................................................................................................................33

Vervang RG..................................................................................................................34

Tabblad Internet ...............................................................................................................37

Change BroadC. ...........................................................................................................38

Change Channel............................................................................................................39

Multi IP Chk.................................................................................................................40

Profiel Chk ...................................................................................................................42

Radius Trace.................................................................................................................44

Reset Wifi Pwd.............................................................................................................46

Verzend WPA...............................................................................................................47

Wep – Wpa...................................................................................................................49

Wifi Chk.......................................................................................................................50

Wlan Up/Down.............................................................................................................52

Tabblad Telefonie.............................................................................................................53

Check VRS...................................................................................................................54

SIP RG Info..................................................................................................................55

Sync. SIP......................................................................................................................57

Tel. Info........................................................................................................................58

Tel.nr. op Port 1 / 2.......................................................................................................61

Wijz. BGG / BIG / Direct .............................................................................................63

Wijz. NR.WG. ..............................................................................................................65

Tabblad Cockpit ...............................................................................................................66

Account gegevens.........................................................................................................67

Reset Password.............................................................................................................68

Tabblad Televisie .............................................................................................................69

0/1 PlanetPlus ...............................................................................................................70

Page 6: Economische waarde kennis voor cross channel klant interacties

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5. Voorwaarden Boeken Economische Waarde Kennis

I. Scherp Onderscheid Kennis en Kennisrepresentatie

Structureer kennis Doelgericht & Transparant

Kies de juiste representatietechniek

II. Maak kennis direct bruikbaar

Page 7: Economische waarde kennis voor cross channel klant interacties

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Wetenschappelijke methodiek:Smart Content Design™ Framework

Vernieuwende technologie: Match™ Technology Suite

A Geavanceerde

Kennis Specificatie

BGeavanceerde

Kennis Interactie

CGeavanceerde

Kennis Monitoring

Match™ Developer

Proces Kennis Tabel

Desktop Kennis Tabel

Interface Kennis Tabel

Match™ (Web) Player Match™ Dashboard

6. Kennis Gebaseerd Werken ...

... met Advanced Knowledge Services™: een totaal aanpak om de lifecycle van kennis geavanceerd te managen

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Page 8: Economische waarde kennis voor cross channel klant interacties

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Opsporen, ontwikkelen, structureren, “vangen” en verbeteren van kennis

Direct gebruiken van kennis op maat

SINGLE POINT OF MAINTENANCE MULTIPLE INTERACTION POINTS

KENNIS BRONNEN SPECIFICEREN EN TESTEN VAN KENNIS GEBRUIKEN EN MONITOREN VAN KENNIS KENNIS GEBRUIKERS

Machines / Systemen

Mensen

Kennis is directly executable!

Specificatie=

Implementatie!"#$%&'(")$*&+",-&./$&0/$-'"#.$%&'(")$1.-/2('+$!"#$%&'!(#)&*+#,-!.)!/#,$!+0!$&1!"#$%&'!234#!54.$1!#6-!.)!#6!17$,1819:!/+;1,049!0,#81;+,<!;&16!4)1-!$+=1$&1,!;.$&!+$&1,!$&1!"#$%&'!/,+-4%$)>!!

"#$%&'!(1?19+/1,!"#$%&'!(#)&*+#,-!.)!-1/16-16$!+6!"#$%&'!(1?19+/1,!0+,!$&1!%,1#@+6!#6-!8#.6$16#6%1!+0!"#$%&'!A6+;91-=1!*#)1)>!B&1!8+-19.6=!+0!:+4,!16$1,/,.)1!%+6$16$!C/,+%1))1)D!,491)!1$%E!#6-!$&1!-1F6.@+6!+0!;&#$!$+!)$+,1!.6!$&1!(#)&*+#,-!(GD!.>1>!$&1!,491)!+0!$&1!%+6)49$#@+6!,1%+,-1,!.$)190D!.)!8+-191-!4).6=!"#$%&'!(1?19+/1,>!

"#$%&'!H9#:1,!!2)!816@+6!1#,9.1,D!$&1!"#$%&'!(#)&*+#,-!)+I;#,1!%+8/+616$)!#,1!!4)1-!$+!,1%+,-!#6-!#6#9:J1!$&1!171%4@+6!+0!:+4,!"#$%&'!<6+;91-=1!*#)1)>!K+;1?1,D!.6!+,-1,!$+!171%4$1!$&.)!<6+;91-=1D!;&#$!.)!,101,,1-!$+!#)!#!<6+;91-=1!%+6)49$#@+6D!#!"#$%&'!H9#:1,!.)!611-1->!L$!-+1)6M$!8#N1,!;&.%&!"#$%&'!H9#:1,!:+4!;#6$!$+!4)1D!$&1!0+,8#$!+0!$&1!.60+,8#@+6!O+;.6=!$&,+4=&!$&1!%+6)49$#@+6!.)!$&1!)#81!#6-!$&#$!8#<1)!.$!1#):!0+,!$&1!%+6)49$#@+6!,1%+,-1,!/94=.6!$+!*1!#--1-!$+!#6:!"#$%&'!H9#:1,>!

Relationship to the Match™ Aqua Suite!

P+/:,.=&$!Q!RSTSD!A6+;91-=1!U#941)>!299!V.=&$)!V1)1,?1->!

Genereren van kennis applicaties

zondergebruik van enige

hardcode voorsnelle transfer van kennis.

7. Advanced Knowledge Life Cycle

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Page 9: Economische waarde kennis voor cross channel klant interacties

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8. Specificatie = implementatie!

GEAVANCEERDE SPECIFICATIE GEAVANCEERDE APPLICATIE

=

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Page 10: Economische waarde kennis voor cross channel klant interacties

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Intelligent Online Hypotheek Advies Intelligent Online Betaal Pakket AdviesOnline Intelligent Opleidings Advies

9. Self-Servicing Channel Advanced

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Page 11: Economische waarde kennis voor cross channel klant interacties

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DataBase Systems

Smart Knowledge Infrastructure:

Agile Business Logics Agile UI Layer

Agile Automation

Data / Information Systems Layer

Smart Customer, User and Application Interaction

External Data Sources Information Systems

Security Systems Development Systems OEM Systems

Match™ Knowledge Base SystemProcess

Knowledge Base

UI Knowledge

Base

Intelligent Channel Management

Data/Information Optimization✓ Extract hidden business logics✓ Check correctness, complete-

ness and consistency of dataand information

Automation & Adaptation✓ Capture (people, system, paper)

scale and automate businesslogics (= enterprise knowledge)

✓ Digital enterprise knowledge isone on one application / UI

Segmentation & Interaction✓ Contextual knowledge transfer✓ Interactive, dialogue driven

enterprise knowledge✓ Rapid learning loop

10. Cross-Channel Knowledge-based

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Page 12: Economische waarde kennis voor cross channel klant interacties

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11. Economische Waarde Kennis Cross-Channel (1)

Life CyleSpecifications

Explanation

AS ISsituation

AS ISsituation

AS ISsituation

TO BEsituationTO BE

situationTO BE

situationLife CyleSpecifications

Explanation

Speed Cost Quality Speed Cost Quality

Production Quicker development of back-end specifications using Match™ Technology instead of text technology. Especially when specific template knowledge bases can be used for file validations, creating entries and overviews

10O 10O 10O200

(2 x faster)

50(2 x cheaper)

200(2 x better)

Deployment Immediate availability (on the internet for example)10O 10O 10O

300(3 x faster)

50

(2 x cheaper)

200(2 x better)

Use 1 Increase in transparency and therefore insight in completeness, consistency and correctness. 2 Specifications are executable ! 3 Easier designing and programming 4 Less testing 5 Less production problems

100 100 100200

(2 x faster)

50(2 x cheaper)

200(3 x cheaper)

Maintenance Single point of true instead having to maintain 5 (with various versions of) documents. Automatic integrity Controls 100 100 100

300(3 x faster)

50(2 x cheaper)

200(3 x cheaper)

Page 13: Economische waarde kennis voor cross channel klant interacties

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Call

Face

Click

Face-to-Face Meetings

Telephone

Print & Post Documents

Email

Face-to-Face Meetings

Web-Cam/Voice IP

Knowledge-BasedSelf-ServiceWeb Player

Email/Chat/SMS

Information-Based Internet

Telephone

AS-IS (Information-based)

TO-BE(Knowledge-based)

• Buried Knowledge

• High need for human

capacity

• Time wasting

• Out of date

• Right knowledge at the

right time

• FTE reduction

• Increased productivity

• Scalable solutions

12. Economische Waarde Kennis Cross-Channel (2)

Page 14: Economische waarde kennis voor cross channel klant interacties

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Type 1

Initial service request flows

First line Second line Third line

Time: 4 h Costs: ! 158

Incoming service requests

Type 2

Time: 4.5 h Costs: ! 218

Incoming service requests

Urgent service request

Time: 3.5 h Costs: ! 200

Type 3

First line Second line Third line

Time: 1 h 5 minCosts: ! 123

Incoming service requests

Service request fixed sooner in the call management process (at the 2nd line)

Saves

2 h 55 min! 35

Smart assignment 1: instant dispatch to the right Expert Group, skipping 3 Expert Groups

Time: 1 h 5 min Costs: ! 123

Incoming service requests

Saves

3 h 25 min! 95

Smart assignment 2: instant dispatch to the right Expert Group, skipping 1 Expert Group

Time: 1 h Costs: ! 100

Urgent service requestSaves

2.5 h! 100

Regular service request

Medium priority service request

High priority service request

Average costs: € 192 Average costs: € 115.3

80 % of the incoming service requests (=24000) follow the three typical service request flows mentioned above.

Saves: € 192 - € 115.3 = € 76.7

€ 76.7 * 24000 service requests = € 1 840 800 (per month)

Match™ Smart service request flows

13. Economische Waarde Kennis Cross-Channel (3)

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Page 15: Economische waarde kennis voor cross channel klant interacties

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1. Structureel en groter wordend belang van Kennis voor cross channel

klant interacties

2. Issues met huidige omgang van kennis:

(a) Waardering niet in overeenstemming met de economische waarde

(b) Kennisfasen

i. Dure Ontwikkeling

ii. Moeilijke Deployment

iii. Moeizaam Gebruik van kennis

iv. Duur onderhoud

3. Kennis Gebaseerd Werken: A, B, C

4. Business Excellence

Stelling 1:

Kennis is een onderbenutte productiefactor in cross channel klant interacties

Stelling 2:

Er is een helder verband tussen de kwaliteit van kennismanagement enerzijds en operationele kosten en klantvriendelijkheid anderzijds

Stelling 3:

Productontwikkeling -en aanbod vergt geavanceerd kennismanagement en geen informatiemanagement

Samenva'ng Stellingen  

14. Samenvatting en stellingen