January 2023 Meetups

January 26: Agent Use case Roundtable

Customers in attendance:

• Hudson Valley Credit Union
• Intuition Able
• Blue Stem Brands
• Trans Union
• Westerra

Summary:

Small group discussion on agent use case in CXone Mpower Expert, with focus on the following questions:

• How many agents do you have? How would you describe the agent role in your business and what is the scope of their practice?
• Do your agents use Expert in their day to day, or are they mostly using other applications?
• Are your agents contributing to content in Expert or just consuming?
• What are your agent's pain points? What has been challenging and how have you been able to solve/alleviate these challenges?
• What kind of metrics do you want to see about agents and their Expert usage. What kind of metrics would your agents want to see to help them do their job more confidently?

• January 24: Content Auditing Strategy Roundtable

Customers in Attendance:

• DCG
• Proofpoint
• Blue Stem Brands
• Southern Cross
• Hitachi Vantara
• Omnitracs
• TransUnion
• Cartegraph
• Biamp

Summary:

Small group discussion on content auditing strategies, with focus on workflows and reports to follow. 

Highlights:

• David Szoke from Proofpoint goes into their content auditing process, using their Content Aging report to identify low and high usage pages to help their team focus on certain pages 

• They also use JIRA to create tickets for pages that need to be updated 

• They have a team of around 10 that are going in and updating the content 

• Tony Melendez from Hitachi talks about their goals, which revolve around getting rid of any bad data instead of focusing on the “good” content. Asks what the best way to identify the content that needs updating 

• David talks about setting up a standard for quality. Mentions Content Aging report to see low usage content 

• Tony mentions using SME’s to help with identifying and cleaning up content once it’s identified 

• Rena from Cartegraph mentions using ratings to help identify pages 

• Hiroshi also mentions the Search Insights Report to identify pages 

• Tony also asks how to incentivize auditing 

• David steps in talking about bonuses that can be provided. They use Salesforce to route work to people 

• Stephanie Fanelli from TransUnion talks about moving content to an archived section and how to audit that 

• Blayden Thompson from Solera talks about their content creation process through a workflow in JIRA