Michelle Noyes - Connecting people to knowledge: The foundation for delivering great service
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Michelle Noyes Knowledge Management & Information Specialist Connecting people to knowledge: The foundation for delivering great service “We passionately believe that if we provide the very best knowledge to our customers and our agents we will be able to deliver a service that is the best in class”
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Connecting people to knowledge: The foundation for delivering great service Presentation by Michelle Noyes, Knowledge Management & Information Specialist at Mothercare. Given on Wednesday 21 May 2014 at the Transversal Customer Experience Summit, Lancaster Hotel, London. Find out more: https://www.transversal.com/events/2014/05/21/connecting-people-to-knowledge-summit-2014 Michelle's career has always been intrinsically linked with customer care and great customer service. After seven years with Mothercare, starting as a Customer Care Representative and Product Specialist and moving into her current role as Knowledge Management and Information Specialist, Michelle has developed a determination to put customers first, finding the right answers and making them available in the right place to improve the entire customer journey. In her current role, Michelle is responsible for all aspects of Mothercare's self-help system across multiple channels including the customer-facing website, the in-store tool and the agent-facing tool. She is involved with tasks such as facilitating the sharing of knowledge across the business, analysis of customer feedback and ensuring content is current, accurate and up-to-date as well as accessible to all who need it. Michelle is actively involved with her local community, making use of her knowledge sharing skills at home and setting up a facebook page and group for her local area, which is growing rapidly with over 500 people now involved. A little known fact about Michelle is that she actually trained as a nurse after leaving school and before finding her feet in customer care!
Transcript of Michelle Noyes - Connecting people to knowledge: The foundation for delivering great service
Michelle NoyesKnowledge Management & Information Specialist
Connecting people to knowledge:The foundation for delivering great service
“We passionately believe that if we provide the very best knowledge to our customers and our agents we will be able to
deliver a service that is the best in class”
Mothercare Plc
‘’Our aim is to be the world’s most caring retailer, making life easier for families the world over with
improved value, choice, service and delivery’’
Our Challenges
» Why would customers choose Mothercare and Early Learning Centre?
» How do we know what our customers want?
» How do we deliver service consistency across brands in a omni-channel business and including in-source and outsource environments?
» How do we manage training to resource for a 100% contact increase in peak?
» How do we reduce contacts and cost?
What’s the answer?
» We need more information from our customers first hand – better feedback on what our customers want and why they come to us.
» Smarter communication – we need to share information across two contact centres, multiple stores and with our customers.
Self help
» Help - Ask A Question – in our help section on customer facing website – answers to 100’s of FAQ’s.
» Ask Mothercare Contact Centre – a web-enabled solution for our call centre staff which shared the same knowledge base as Ask A Question but added more detailed information that isn’t publicly available.
» Ask Mothercare Store Facing – Self Help for stores staff – we created a tailored interface for in-store staff – one that enables them to access this common knowledge base, and therefore all the same information, straight from the tills.
The benefits
To the store & the contact centre:
» Easy access to consistent quality answers across the group
» Opportunity to easily feed back and improve the information delivered
» Keep up-to-date with all business news
To the business:
» A suite of reporting that is able to identify what our customers are asking us
» Identify what information we are lacking & produce FAQ’s upfront – giving the customer information before they ask without having to contact the customer care team
» Sharing of Best Practice – The Best Agent
» Consistent answers and information
» Reduced contact to the customer service teams & Head office with unnecessary queries
To the Customer:Empowered customers who self-serve – being able to get answers quickly and for free. Customers can ask whichever questions they like on products or parenting advice and have the answers at their finger tips.
Internal tool: Contact Centre
The benefits
To the agent:» Easy access to consistent quality answers across the group
» Opportunity to easily feedback and improve the information in Ask Mothercare
» Have their praise and recognition shared throughout the teams & peer groups
» Keep up-to-date with all business news
To the business:
» Sharing of Best Practice in-house and with the outsourcer– The Best Agent
» Reporting that enables us to understand what questions the agents are searching for most and therefore what our customer are calling for
» Reduced staffing costs: Reduced AHT and Outbound calls Reduced training time for new starters – a saving of two weeks Less management resource needed in the contact centre for floor walking
Engagement
» Allow agents to be part of the journey and make improvements using their feedback
» Use the tool for to share information about the people and not just the processes
» Share praise and recognition using Ask Mothercare
» Key Business objective to improve Self Help
» Reap the savings that the tool achieves and invest some back into the team
How do we make the tool the best it can be? … Internal engagement
» Expanding across new channels
» Social media and live chat
» Going Global with our franchise partners
» Continuing to collaborate and engage with our colleagues and our customers
» All using the underlying knowledgebase for consistency
Next steps and our future
Positive Collaboration
Shared Culture
One
Vision
“We passionately believe that if we provide the very best knowledge to our customers and our agents we will be able to deliver a service that is the best in class”
The Message :Connecting people to knowledge - the foundation to delivering great service
CONNECTING PEOPLETO KNOWLEDGE
The foundation to deliveringgreat customer service
www.transversal.com
@TransversalTalk #askTVL
