Our client is a multi award-winning Australian bank known for how its customer experience delights its customers. They wanted to better equip their service staff in order to handle customer enquiries to improve customer satisfaction and contact centre effectiveness, and reduce their service staff’s reliance on floor walking subject matter experts.

This project was to lead the development of a knowledge management tool and process to lift performance in customer service. We designed and built a low-cost tool along 'outside-in' principles, making it collaborative and easy to use for front line staff, whilst being rich in content. Some of the key activities were to:

• Design and develop a knowledge management tool for collaborative use (based on Sharepoint).
• Adopt better practices in knowledge management, including clearer ownership of documents and processes.
• Encourage staff feedback - content can be rated and commented on by front-line staff.
• Embedded a continuous improvement process for keeping knowledge current.
• Re-wrote content to put it into the language of customers and staff

The outcomes are:

• Strong staff satisfaction & engagement in knowledge management.
• Content is continuously improving with Subject Matter Experts responding to feedback and publishing updates in real time
• New knowledge management and coaching methods in daily use.
• Improvements to customer servicing - better service and less re-work.
• Uplift in NPS scores.