February 2024 Meetups
February 1: Coffee Hour with Sharon
Summary:
Looking for a space that flows as smoothly as your coffee? Coffee hour with Sharon will be a time where we can casually meet up and chat about anything and everything, whether it’s about Expert, our careers in knowledge management, or the industry. If you want to hear what your peers are thinking about, join me at 8am PT/11am ET, for a stimulating blend of engaging conversations and creative exchange.
Topic: Measuring the Value of Content
Highlights:
- Several attendees are just launching their Expert implementations and are interested in tips for capturing value and metrics. Some do not have any metrics in place yet.
- Tracking usage metrics like sessions and search analysis was discussed as a way to show value. Some also try to estimate ticket deflection based on usage.
- For cost centers focused on customer satisfaction, tracking things like Net Promoter Score along with usage metrics can help show impact.
- Thinking ahead about how data can be sliced and leveraging user groups for tracking metrics was recommended. Variables are also useful.
- Getting stakeholder input on what metrics they want to see was advised, tying to money saved or made.
- Processes for content requests and feedback were discussed. Leveraging tools like review manager, Salesforce integration, or just a designated place in the workflow for feedback.
- Syncing with support teams on common questions/gaps was recommended as they have insight into user needs.
- Overall, attendees seemed to find the discussion on metrics, value, and processes helpful as many are just getting started. Shared experiences provided tips.
February 15: Knowlege Management Impact: Capturing Your Value Story with Liaison
Summary:
In today's fast-paced business world, knowledge management teams often face the challenge of proving their value. But what if you are not directly contributing to the company's revenue (for example, you’re a cost center)? You can still showcase your worth by highlighting how you save the company money!
Join Stephen Naso, Director of Education and Knowledge from Liaison International, as he takes you through their scorecard, a tool for capturing the essence of their impact and calculating ROI, painting a clear picture of how their efforts directly benefit the company's bottom line.
Presenter: Stephen Naso, Director of Education and Knowledge from Liaison International
Highlights:
- The meeting was led by Stephen Naso who discussed his company Liaison International's process for measuring the impact and ROI of their knowledge management efforts.
- Liaison provides application services for colleges/universities and students to connect for admissions. They have a large knowledge base to support this.
- Stephen outlined their stakeholder-focused strategy: identifying goals, key stakeholders, getting data, presenting information, monitoring and iterating as needed.
- He shared Liaison's actual FY22 metrics like self-service ratio, knowledge management ROI, cost per interaction, and over $1M in support savings.
- He then demo'd the scorecard they use to calculate these metrics, pulling data from Expert and other sources.
- There was Q&A on getting stakeholder buy-in, focusing on value vs accuracy, working with CSMs for data, and qualitative feedback like surveys.
- Attendees shared challenges like finding time and identifying the right reports. Qualitative and quantitative metrics were both encouraged.
- Overall, the session focused on developing a measurement strategy tailored to stakeholders, starting simply and evolving over time.
February 22: Customer Recognition Awards 2024 Nominees
Summary:
Nominations are in!! Join us as we recognize the individuals and teams who have been nominated for each award category. Was YOUR Company nominated? Join us and find out…
Presenter: Expert Awards Team
Highlights:
- There were nominees announced across several categories: Community Leader, Expert, Global Presence, Innovation, KCS, and Metamorphosis.
- Nominees are requested to submit additional details like summaries of their use cases, team member info, videos/graphics by March 14th to be featured on the awards website.
- Social media kits will be provided to all nominees, which will include graphics and framed headshots. Headshots need to be sent by March 1st.
- Winners will receive a travel-themed gift package, trophy, and social media spotlight.
- The voting period is March 21st - April 4th. Winners will be announced on April 18th.
- Previous winners shared experiences about displaying trophies, adding awards info to LinkedIn profiles and resumes.
- There was excitement around the 1920s theme and celebrating nominees' achievements. Questions were also answered around submission requirements.
February 29: Expert Training: Elevate Your Skills and Knowledge
Summary: Get ready to take your knowledge and skills to the next level with our brand-new training section, designed for self-driven, topic-based learning. Shelley Reyes and Logan Stewart will take you on a journey of the Training Section in Expert to unlock and discover the full potential of Expert.
Highlights:
- The training team introduced the updated CXone Mpower Expert training section, which now has more videos, updated content, and is organized to support different learning styles. It focuses on core features and functionality to provide foundational knowledge.
- Attendees discussed best practices around creating and updating training content like videos. Tips included setting review timelines when creating content, celebrating content launches internally, and collaborating with SMEs on an ongoing basis.
- Attendees practiced using the search functionality to find specific training content. They provided feedback that search is their most common way of accessing the training section.