In July and August 2019, we held our 4th annual CX Knowledge Management Forum in four cities, which we then announced our CX Knowledge Management winners.
Each organisation is unique in its knowledge management needs and every year, we are blown away by the creativity our clients use to achieve fantastic results for their organisations using livepro.
This year was of course, no different.
Best Knowledge Object Outcome Award: Transurban
Back in late 2018, a pilot was conducted with 30 call centre staff and 5 Customer Care (Back Office) staff where one work instruction “Dispute a Toll Invoice” was split into 28 work instructions and 12 business process procedures.
Whilst the knowledge was developed to support agents in handling Disputes, it lead to an Average AHT reduction of 19 sec for general Toll Invoice calls, and an AHT reduction of 74 seconds for Dispute calls.
After the implementation of livepro, they were able to split it down to ONE work instruction, which meant less clicks as agents could navigate straight to the answers they needed.
Best Knowledge Management Rollout: Blue Mountains City Council
Blue Mountains City Council used a multi-pronged approach to their launch to drive maximum engagement from the team.
To ensure that their livepro site was off to the best possible start, Quality Assurance officers sought to QA over 1700 items prior to launch.
A myriad of engagement activities were also implemented to drive and sustain interest in the roll out.
Since the launch of livepro, BMCC has achieved a number of fantastic results for the call centre. Some examples of this include:
- Time to find the information went from 10 secs to 5 secs (50% reduction)
- Time to read the information went from 15 secs to 9 secs (40% reduction)
Best Knowledge Management Results: Silver Chain
Silver chain handles upwards of 4000 enquiries on any given day.
Since their implementation of livepro, they have achieved decreased staff training – 14 days has now been reduced to 10 (28.5% reduction in training).
Another large decrease they have also experienced was the reduction of errors. In August 2018, 535 errors were recorded, compared to April 2019, where only 107 errors were recorded (80% reduction in errors).
“A huge congratulations to all the finalists of the 2019 livepro CX Knowledge Management Awards.
The award submissions demonstrated remarkable improvements in Customer Satisfaction, Staff Engagement and Cost reductions.
A special congratulations to the winners,” says Brad Shaw, CEO of livepro.
livepro are experts in Customer Experience Knowledge Management and have provided their feature-rich yet easy to use solution to customer service in all major industries since 2001.
livepro focuses on delivering answers to agents – not long complex documents.
This is made possible by livepro’s powerful features like search and easy to follow process guidance. livepro requires next to no training and turns your agents into experts meaning staff confidence and customer satisfaction go up while AHT and training costs are cut down.
As the one central source of truth, livepro delivers knowledge to any digital channel through a simple API – meaning the same information is being accessed no matter where the question is asked.
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