June 2024 Meetups

June 6: Coffee Hour with Sharon - Agent Use Case

Here are highlights from the coffee hour:

• Jessica shared how she recently learned about scheduling reports in Mind Touch, which has been a huge time-saver for her in getting metrics and numbers automatically emailed to her each month.
• Rachel discussed her team's use of the scheduled publish feature for a big rebrand project, allowing them to schedule articles to publish or unpublish at specific times without having to be online. However, one challenge is having to manually update 200+ articles if the launch date changes.
• Both Rachel and Jessica expressed interest in a feature to batch schedule publishing for multiple articles at once to avoid that fire drill situation.
• Rachel's team uses the scavenger hunt approach of "fastest fingers" activities during new hire training to get people comfortable searching and using the knowledge base from the start.
• Having leadership and quality assurance teams champion and role model looking things up in the knowledge base first helps drive adoption across the organization.
• Hannah's team sends a weekly email highlighting newly published or updated articles to keep content changes top of mind.
• They also monitor team chats and proactively share links when seeing questions asked that could be answered in the knowledge base.
• Search insights reports can identify what internal vs external users are searching for, though the high external search volume can make insights harder to tease out at times.
• Rachel ties reporting into specific initiatives like auditing troubleshooting content performance before and after updates.
• Key agent metrics discussed included first call/contact resolution, CSAT scores, handle times, reducing case reopens/follow-ups, and reducing escalations from L1 to L2.
• Potential benefits of good agent documentation included increased agent retention and faster onboarding.

• The main themes were driving knowledge base adoption through training, leadership embodiment, and nudges; leveraging reporting for auditing content performance; and aligning knowledge efforts to impact key support metrics.

June 13: Empowering Educators and Families with CXone Mpower Expert

Here are the highlights for the customer meetup: 

Justin and Megan, from Beyond Textbooks, presented on how they support approx. 9,000 teachers of varying technological proficiency, transition from traditional textbooks to an online platform. Through in-person training and hands-on practice to ensure teachers are comfortable using the website for planning their lessons.

1. Permissioning: This feature allows for different levels of content access based on user roles. Teachers can view and author content based on their permissions, which helps in managing and controlling access effectively.

2. Calendar Integration: A feature that aids teachers in planning their schedules efficiently. This integration was highlighted as a valuable tool that teachers enjoy.

3. Navigation Structure: The platform offers a user-friendly navigation structure that allows teachers to access required information with fewer clicks. The design includes a big-picture overview and a granular look at specific teaching standards, making it efficient for planning.

4. Community/Public View: A new feature that provides a way for community members (such as parents) to view certain educational content without accessing proprietary materials like assessments. This enhances transparency and community engagement.

5. Content Grouping: Teachers are grouped, allowing the platform to provide specific content tailored to different groups. This feature helps in delivering targeted resources to various user segments effectively.

6. The importance of the PRO member role, which allows users to edit pages. It was noted moving users to the PRO member role was crucial for enabling them to contribute content.

These highlights showcase how the platform's features are tailored to meet the needs of teachers, making the planning process more efficient and inclusive while also engaging the broader community in the educational process.

June 27: Unlocking Efficiency: Westerra's KM Transformation and Its Impact on "The Source"

Here are the highlights from this customer meetup: 

- Kalyn from Westerra Credit Union explained how they implemented CXone Mpower Expert as their dedicated enterprise knowledge management (KM) system, referred to as "The Source."

- Kalyn highlighted that the new system facilitates internal use, primarily allowing employees to quickly search and find needed information without sifting through lengthy Word documents.

- CXone Mpower Expert supports effective collaboration for content updates, reducing the need for lengthy meetings and back-and-forth document exchanges.

- Kalyn detailed the migration process, which involved moving over 300 extensive Word documents, ranging from 7 to 35 pages each, covering various essential processes.

- A robust taxonomy was established, building out these processes within a 12-category system, aiding in the identification and documentation of organizational areas.

- Kalyn mentioned that the migration process included creating a massive migration spreadsheet to track guide pages, how-tos, and document sections. This spreadsheet, along with the documents, was provided to the migration team for transfer into CXone Mpower Expert.

- The migration faced challenges, such as ensuring all documents, including green context boxes and process maps, were properly transferred, which extended the timeline to nine months, culminating in a launch in February 2023.

- Kalyn emphasized that communication and progress were driven through consistent awareness and reinforcement, utilizing multiple channels, including the company intranet and Webex.

- Westerra leveraged email updates, notes from AI assistants, and regular follow-ups to keep the team informed and engaged.

- Post-launch, Kalyn noted that surveys were conducted to gauge sentiments and gather feedback, showing successful adaptation and highlighting the importance of ongoing communication.

- Efforts to involve project management teams ensured that documentation was consistently created and updated for new initiatives, products, and plans.

- Kalyn addressed the importance of documenting processes to ensure continuity and proper governance, managing to overcome pushback from some groups resistant to documentation.