In talking with dozens of customer service leaders around the world about customer effort, I’ve begun to hear a trend rise above the rest:
“If we make our reps’ jobs easier, they will in turn reduce effort for the customer.”
Not only do service leaders believe that it’ll simply be easier (for lack of a better term) to provide low-effort customer experiences, but there is also a sense that reps will ‘pay it forward’ in terms of effort.
There are, of course, many ways to reduce rep’s effort – less stringent policies and processes, better technology, the list goes on and on. But, many of these solutions either are not wholly in our control (so, we have to go to back office partners to change the policy) or expensive (so, making the business case to invest in the latest technology). Well then, what can we do with what we have, with what is within our control?
Enter knowledge management. Not the technology, but the processes behind it. Because even if you have the most sophisticated knowledge management platform in the world, if you don’t have solid processes behind it then the knowledge becomes outdated quickly and few will use the platform.
So, how do you reduce rep effort in knowledge management processes to embed knowledge management in their workflow?
Well, you do what Oracle did and you just…involve them in every part of the process. Read More »