1. Economische Waarde Kennis
voor
Cross-Channel Klant
Interacties
16e Nationaal Customer Contact Congres Knowledge Values
29 maart 2012 Prof. Dr. Larry Lucardie
Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite

2. 1. Complexiteit: Cross-Channel Klant Interacties
Processen Inspiratie Oriëntatie Sales Installatie Service Billing Aftersales Customer Journeys
Face-to-face Klant A
Klant B
Web Self Service Klant C
Klant D
Kanalen
Klant E
Post
Klant F
Klant G
Mobile
Mail Legenda
Transfer
Social Media Klant activiteiten
Niet-klant activiteiten
Call / IVR
Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 2

3. 2. Kennis: Kernfactor Cross-Channel Klant Interacties
Kennis Kennis
Kanaal Processen
Kennis
Klant Kennis
Kennis
Transfer
Services
Kennis
Technologie
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4. 3. Lifecycle Kennis en Kennisdragers
1. Agents/operators/experts 2. Documenten/Tools 3. Applicaties
Training + ervaring: tijdsintensief, Productie erg duur. Zeer kennis- en kostenintensief door
Creëren kennis geringe flexibiliteit, kennisverlies door Kennis niet compleet, correct, specificatie en implementatie, 'buried
personeelsverloop. consistent en transparant. logic set in concrete'.
Gelimiteerd via menselijke Documenten zijn niet multi channel
Uitrollen kennis aanwezigheid. friendly.
Uitrolstappen.
Gelimiteerd door menselijke Lange zoektijden. Handleidingen, trainingen en ervaring
Gebruik kennis aanwezigheid. nodig.
Meerdere interpretaties mogelijk.
Training + ervaring: tijdsintensief, Productie erg duur.
Onderhoud kennis geringe flexibiliteit, kennisverlies door Kennis niet compleet, correct, Duur en foutgevoelig.
personeelsverloop. consistent en transparant.
Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 4

5. 4. Lifecycle Kennis en Technieken
Inhoudsopgave
PROCEDURE DIVISION.
PrintGuestReport.
MuST, powered by Annet.......................................................................................................5
Annet via CMS.......................................................................................................................6 SORT WorkFile ON ASCENDING CountryNameWF
Inloggen .................................................................................................................................6
Zoekresultaat via CMS ...........................................................................................................7 INPUT PROCEDURE IS SelectForeignGuests
Zoekresultaat algemeen ..........................................................................................................7 GIVING SortedGuestsFile.
Het linkerscherm ....................................................................................................................9
Administratie MPHD1/MPSD ..........................................................................................10 OPEN INPUT SortedGuestsFile
Orderstatus .......................................................................................................................13
Rechterzijde .........................................................................................................................14 OPEN OUTPUT ForeignGuestReport
Tabblad verbinding...........................................................................................................15 WRITE PrintLine FROM Heading1
ATM ping.....................................................................................................................16
Chk Redirect.................................................................................................................17 AFTER ADVANCING PAGE
Dsl check......................................................................................................................19
Factory Defaults ...........................................................................................................23 WRITE PrintLine FROM Heading2
Firewall Vw..................................................................................................................24 AFTER ADVANCING 2 LINES
Herstart Modem............................................................................................................25
Klant Ping.....................................................................................................................26 READ SortedGuestsFile
Modem Chk..................................................................................................................27
RG Status .....................................................................................................................29 AT END SET EndOfSortedFile TO TRUE
Upgrade RG..................................................................................................................31 END-READ
VC Info ........................................................................................................................33
Vervang RG..................................................................................................................34 PERFORM PrintReportBody UNTIL EndOfSortedFile
Tabblad Internet ...............................................................................................................37
Change BroadC. ...........................................................................................................38 WRITE PrintLine FROM ReportFooting
Change Channel............................................................................................................39 AFTER ADVANCING 3 LINES
Multi IP Chk.................................................................................................................40
Profiel Chk ...................................................................................................................42 CLOSE SortedGuestsFile, ForeignGuestReport
Radius Trace.................................................................................................................44
Reset Wifi Pwd.............................................................................................................46 STOP RUN.
Verzend WPA...............................................................................................................47 SelectForeignGuests.
Wep – Wpa...................................................................................................................49
Wifi Chk.......................................................................................................................50 OPEN INPUT GuestBookFile.
Wlan Up/Down.............................................................................................................52
Tabblad Telefonie.............................................................................................................53 READ GuestBookFile
Check VRS...................................................................................................................54 AT END SET EndOfFile TO TRUE
SIP RG Info..................................................................................................................55
Sync. SIP ......................................................................................................................57 END-READ
Tel. Info........................................................................................................................58
Tel.nr. op Port 1 / 2.......................................................................................................61 PERFORM UNTIL EndOfFile
Wijz. BGG / BIG / Direct .............................................................................................63 IF NOT CountryIsIreland
Wijz. NR.WG. ..............................................................................................................65
Tabblad Cockpit ...............................................................................................................66 MOVE
Account gegevens.........................................................................................................67
CopyrightPassword.............................................................................................................68
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6. 5. Voorwaarden Boeken Economische Waarde Kennis
I. Scherp Onderscheid Kennis en Kennisrepresentatie
Structureer kennis Doelgericht & Transparant
Kies de juiste representatietechniek
II. Maak kennis direct bruikbaar
Copyright © 2012, Knowledge Values. All Rights Reserved. Advanced Knowledge Services™: Smart Content Design & Match™ Technology Suite 6

7. 6. Kennis Gebaseerd Werken ...
... met Advanced Knowledge Services™: een totaal aanpak om de lifecycle van kennis geavanceerd te managen
Wetenschappelijke methodiek: Vernieuwende technologie:
Smart Content Design™ Framework Match™ Technology Suite
A B C
Geavanceerde Geavanceerde Geavanceerde
Kennis Specificatie Kennis Interactie Kennis Monitoring
Match™ Developer Match™ (Web) Player Match™ Dashboard
Proces Desktop Interface
Kennis Kennis Kennis
Tabel Tabel Tabel
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8. 7. Advanced Knowledge Life Cycle
Specificatie
KENNIS BRONNEN SPECIFICEREN EN TESTEN VAN KENNIS = GEBRUIKEN EN MONITOREN VAN KENNIS KENNIS GEBRUIKERS
Implementatie
Relationship to the Match™ Aqua Suite!
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"#$%&'!(#)&*+#,-!.)!/#,$!+0!$&1!"#$%&'!234#!54.$1!#6-!.)!#6!
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Opsporen, ontwikkelen, structureren, Direct gebruiken van kennis op maat Mensen
“vangen” en verbeteren van kennis
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#)!#!<6+;91-=1!%+6)49$#@+6D!#!"#$%&'!H9#:1,!.)!611-1->!L$!-+1)6M$!
8#N1,!;&.%&!"#$%&'!H9#:1,!:+4!;#6$!$+!4)1D!$&1!0+,8#$!+0!$&1!
.60+,8#@+6!O+;.6=!$&,+4=&!$&1!%+6)49$#@+6!.)!$&1!)#81!#6-!$&#$!
8#<1)!.$!1#):!0+,!$&1!%+6)49$#@+6!,1%+,-1,!/94=.6!$+!*1!#--1-!$+!#6:!
"#$%&'!H9#:1,>!
P+/:,.=&$!Q!RSTSD!A6+;91-=1!U#941)>!299!V.=&$)!V1)1,?1->!
Kennis is
directly executable!
Genereren van
kennis applicaties
zonder
gebruik van enige
hardcode voor Machines / Systemen
snelle transfer
van kennis.
SINGLE POINT OF MAINTENANCE MULTIPLE INTERACTION POINTS
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9. 8. Specificatie = implementatie!
GEAVANCEERDE SPECIFICATIE GEAVANCEERDE APPLICATIE
=
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10. 9. Self-Servicing Channel Advanced
Online Intelligent Opleidings Advies Intelligent Online Hypotheek Advies Intelligent Online Betaal Pakket Advies
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11. 10. Cross-Channel Knowledge-based
Intelligent Channel Management
Segmentation & Interaction
✓ Contextual knowledge transfer
Smart Customer, User and
✓ Interactive, dialogue driven
Application Interaction
enterprise knowledge
✓ Rapid learning loop
Match™ Knowledge Base System Automation & Adaptation
Smart Knowledge Process UI ✓ Capture (people, system, paper)
Infrastructure: Knowledge Knowledge scale and automate business
Agile Business Logics Base Base
logics (= enterprise knowledge)
Agile UI Layer
✓ Digital enterprise knowledge is
Agile Automation one on one application / UI
Data/Information Optimization
DataBase Systems External Data Sources Information Systems ✓ Extract hidden business logics
Data / Information Systems ✓ Check correctness, complete-
Layer ness and consistency of data
Security Systems Development Systems OEM Systems and information
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12. 11. Economische Waarde Kennis Cross-Channel (1)
AS IS TO BE
Life Cyle situation situation
Explanation
Specifications
Speed Cost Quality Speed Cost Quality
Production Quicker development of back-end specifications using Match™
Technology instead of text technology. Especially when specific template 200 50 200
10O 10O 10O
knowledge bases can be used for file validations, creating entries and (2 x faster) (2 x cheaper) (2 x better)
overviews
Deployment Immediate availability (on the internet for example) 300 50 200
10O 10O 10O
(3 x faster) (2 x cheaper) (2 x better)
Use 1 Increase in transparency and therefore insight in completeness,
200 50 200
consistency and correctness. 2 Specifications are executable ! 3 Easier 100 100 100
(2 x faster) (2 x cheaper) (3 x cheaper)
designing and programming 4 Less testing 5 Less production problems
Maintenance Single point of true instead having to maintain 5 (with various versions of) 300 50 200
100 100 100
documents. Automatic integrity Controls (3 x faster) (2 x cheaper) (3 x cheaper)
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13. 12. Economische Waarde Kennis Cross-Channel (2)
AS-IS TO-BE
(Information-based) (Knowledge-based)
Face-to-Face Meetings
Face Face-to-Face Meetings
Web-Cam/Voice IP
Telephone
Call Telephone
Email/Chat/SMS
Print & Post Documents
Knowledge-Based
Self-Service
Web Player
Email
Click Information-Based Internet
• Buried Knowledge • Right knowledge at the
• High need for human right time
capacity • FTE reduction
• Time wasting • Increased productivity
• Out of date
• Scalable solutions
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14. 13. Economische Waarde Kennis Cross-Channel (3)
Initial service request flows Match™ Smart service request flows
Type 1 Regular service request
First line Second line Third line First line Second line Third line
Incoming Incoming Saves
service requests service requests
Time: 4 h Time: 1 h 5 min 2 h 55 min
Costs: ! 158 Costs: ! 123 ! 35
 Service request fixed sooner in the call management process (at the 2nd line)
Type 2 Incoming Medium priority service request
service requests
Incoming Saves
Time: 4.5 h service requests
Costs: ! 218 Time: 1 h 5 min 3 h 25 min
Costs: ! 123 ! 95
 Smart assignment 1: instant dispatch to the right Expert Group, skipping 3 Expert Groups
Saves
Type 3 Urgent service request High priority service request Urgent service request
Time: 1 h 2.5 h
80 % of the incoming service requests Time: 3.5 h Costs: ! 100 ! 100
(=24000) follow the three typical service Costs: ! 200
request flows mentioned above.
 Smart assignment 2: instant dispatch to the right Expert Group, skipping 1 Expert Group
Saves:
! 192 - ! 115.3 = ! 76.7
! 76.7 * 24000 service requests Average costs: ! 192 Average costs: ! 115.3
= ! 1 840 800 (per month)
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15. 14. Samenvatting en stellingen
Samenva'ng Stellingen
Stelling 1:
1. Structureel en groter wordend belang van Kennis voor cross channel
klant interacties Kennis is een onderbenutte productiefactor in
2. Issues met huidige omgang van kennis: cross channel klant interacties
(a) Waardering niet in overeenstemming met de economische waarde
Stelling 2:
(b) Kennisfasen
i. Dure Ontwikkeling Er is een helder verband tussen de kwaliteit van
ii. Moeilijke Deployment kennismanagement enerzijds en operationele kosten en
iii. Moeizaam Gebruik van kennis klantvriendelijkheid anderzijds
iv. Duur onderhoud
Stelling 3:
3. Kennis Gebaseerd Werken: A, B, C
4. Business Excellence Productontwikkeling -en aanbod vergt geavanceerd
kennismanagement en geen informatiemanagement
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