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Running a World Class B2C Call Center with Salesforce Customer Service and Support

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Running a World Class B2C Call Center with Salesforce Customer Service and Support

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    1. Running a World Class B2C Call Center with Salesforce Customer Service and Support Michael Butler, HP Andy Hobbs, RSA

    4. All About HP Home and Home Office

    5. Drivers Rapidly Growing Business Need to scale, scale, scale and quickly Dual-Purpose Order Management Not our strength Global Footprint Requires Consistency Real-Time Information and Customer Visibility Flexibility

    6. Critical Metrics for Our Success

    8. Process Automation Delivers Consistency Intelligent Case Routing Improve First Call Resolution with Context-Based Routing Flexible business rules = best match for assignment Align cases with agent specialties Increases resolution response time

    9. Knowledgebase Delivers Consistency Improves Agent Effectiveness Delivering Quality Service a solution encyclopedia 1 stop shop for Q&A Building a Knowledge DB Open Accessible Transferable

    10. Revenue recovery Delivering Happy Customers

    11. Manage to Targets & Objectives How are we tracking to goal? What are our customers telling us? Increased Responsiveness Instant Insights Global footprint one window Trend identification and alerts

    12. Take aways HP Home and Home Office Transactional systems are not built for customer service, no concept of 360 degree visibility SaaS model allows instant and easy global deployment Cancelled orders are an opportunity Embed the playbook in the system and youll ensure consistency and compliance

    16.

    17. The issues we were facing: knowledge management

    18.

    19. Why we selected InStranet/Salesforce?

    20. We used the 3x3x3 methodology to great success

    21. The pilot was a great success!

    22.

    23. The MORE TH>N Home page personalised to each Customer Manager

    24. Knowledge Management is a Business Process not a Technology Technologies force false process and governance based on limitations and effort to change. Technical complexity discourages ownership by the business Complexity discourages change and improvement Out of the Box SAAS model allows the focus to be on the business process and ownership Ease of use allows Business people to take ownership Ease of change enables continuous improvement.

    25. What is Knowledge? What one knows already change communication Make sure it is up to date. Training/ Updates/ Briefings Monitor and improve / augment

    26. What we learned about Knowledge Management? Start small pilot, prove and learn Engage senior execs to drive process change Engage front line in implementation to own and champion Focus on business process not technology Site champions key to sustainable success Focus and act on front line feedback key to drive continued improvement Remember day 1 live is the start of KM not the end Knowledge manager role/champion essential.

    27. Session Feedback Let us know how were doing and enter to win an iPod nano! Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization

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