SHA strengthens Global Client Implementation & Operations Support with the appointment of Angel Rodriguez as VP of Service Delivery.

SHA is thrilled to announce the appointment of Angel Rodriguez as the Vice President of Service Delivery. In this pivotal role, Angel will play a crucial part in driving SHA’s global operational excellence.

José Luis Caaveiro, the CEO of the company, expressed his excitement, stating, “Angel’s exceptional expertise in the Customer Support industry and Computer Science makes him the ideal candidate for delivering optimal solutions to our clients. With his extensive experience in Customer Support across various industries, particularly in BPO, where quality and operational efficiency are paramount, Angel brings invaluable knowledge to our organization. His proficiency in daily operations, delivering Customer Support Excellence, and his proven expertise in the ICT arena will greatly benefit SHA’s clients.”

Angel Rodriguez embarked on his career in the banking industry with Caixa Galicia before assuming management roles at renowned international Business Process Outsourcing Companies such as Concentrix, Stream, Convergys. Most recently, he served as a Manager at Wolters Kluwer, a leading company in the Expert Solution Software industry.

Angel holds a degree in Computer Science from La Coruña (E) University.

For more information, please contact mc@sha-saas.com

AngelR

Unlock the superpowers of SHA’s integrated coaching!

Image by gstudioimagen on Freepik

Level up your coaching sessions and unlock the superpowers of SHA’s integrated coaching features!

For those who, like us, believe that coaching is the secret sauce to fix Customer Service operations, SHA swoops in to save the day!

Say goodbye to

  • the woes of productivity issues like call duration drifts,
  • quality mishaps such as an increase in repeated calls rate,
  • and customer experience blunders like incorrect or incomplete solutions.
SHA reporting displays all data required to understand the KB usage during a coaching session

SHA is here to save the day!

With a focus on knowledge management and operational extensions like training and coaching, SHA is the ultimate superhero.

 With SHA, you’ll become the superhero of knowledge management, creating improvement plans for KB users and saving the world from content chaos.

Training and coaching are your trusty sidekicks, helping you close the loop and conquer any challenge

Having knowledge management at the core and the operational extensions such as training and coaching, SHA is closing the loops and makes the Universe a safer place!

Let’s embark on a wild adventure together with a (not so) imaginary business case:

  •  Meet Peter Tek, the rookie contact center agent fresh out of onboarding training.
  • Armed with a technical background, Peter has been assigned to the prestigious technical team.
  • However, trouble lurks in the shadows as his quality coach has detected some chinks in his armor while listening to a few calls.
  • The coach has also taken a peek at Peter’s SHA Knowledge Base usage and confirmed that Peter needs to pay more attention to administrative policies instead of relying solely on his technical prowess.

Brace yourselves for the shocking revelations from Peter’s SHA KB usage reporting:

  • good usage and rave reviews for tech matters,
  • stellar follow-up on tech training,
  • lackluster usage of the KB for policy content,
  • and a disappointing performance in policy update training.
SHA provides a simple and efficient support for productive coaching sessions!

But wait, there’s more!

  • During the coach’s undercover mission of call monitoring, they stumbled upon a few calls that seemed to last longer than a Marvel movie.
  • Why, you ask? Peter’s hesitation with administrative details left callers hanging, resulting in a second call for help.
  • Fear not, for the coach has prepared a top-secret coaching session form integrated in SHA. This form will be shared with Peter, outlining the good, the bad, and the ugly, and setting the stage for improvement.
Image by storyset on Freepik

 

And here’s the cherry on top: the coach can sprinkle some magic training articles into Peter’s curriculum using the “push” feature.

And last but not least, with SHA there is a PIP (Performance Improvement Form) that gathers ALL data required to make a coach session efficient and productive!

PIP form makes the coaching process easy and productive for all

Witness the wonders of SHA’s short training modules in a previous publication and get ready to save the day!

SHA: the Knowledge Management System that goes beyond plain Knowledge Management!

Why the home working trend has made Knowledge Management even more critical for Customer Support Operations.

Advanced Draft

The recent health crisis we went through have brought radical changes on the way Customer Support Operations (CSO) are managed

It is clear now that having a significant fraction of your CS staff working from home has become a normal way of doing business. This new way can bring benefits and advantages to both employees and employers … under certain conditions!


Jcomp – Freepik.com

This kind of radical change of working environment requires to re-evaluate things that were working on large open spaces and that might not work anymore when each employee works from home.

Let’s say: you work on a large open space, you have a customer on the phone asking for a new product price, if you’re not sure what to answer, you can quickly ask around if the new price list applies today or next week…you’ll get a yes/no reply from your team leader or your desk neighbor within a fraction of second. It might not be the ultimate way to get reliable information but we all know it works.

Felicities – Freepik.com

Now if we think about the same situation when you’re “on your own” at home, this is totally different, well you are.on.your.own. You can look for the email from marketing announcing the new price list last week, you can try to chat with colleagues you think are on the same hour shift than you… but you’ll still be on your own.

All the good things that bring informal communication are gone with Home Working: what is easy when working in an open space, with opportunities to ask colleagues for help at the coffee machine or at the cafeteria, is becoming more tricky when you find yourself working from home…

Pch.vector – Freepik.com

Not that long ago, I heard a manager in charge of Contact Center Operation telling me that Knowledge Management Systems (KMS) were all fine but he could not see the benefits as his team were talking enough to exchange and share commonly required information.

His point was: floor discussions, coffee machine interactions and cafeteria small talks were doing a better job than complex technology systems…He did not convinced me and I did not manage to break his certitude about “people natural knowledge maintenance”.

A few years later, after Covid experience, I’d like to ask him if he was still relying on this informal natural knowledge exchange, not because I want to prove him wrong but because the main information flow he was relying upon is not there anymore, or at least not there as much as it was before.


Now that some top tier BPO providers are announcing more than 40% (and +) of their production being from home office, you just cannot rely on human informal exchanges to vehicle content.

Even for the operations which were relying on some KMS, the challenge is there: content must be monitored, highlighted, made visible, improved, reported upon on a much higher frequency. Freshness of knowledge is becoming a headache for all Customer Touch Points operational managers

Freepik – Freepik.com

A KMS such as SHA enables you to support your agents, are they in the office or remote from home, with fresh, easy to find information.

Another key benefit using SHA is that you can ensure your teams are educating themselves on the latest “need to read” new information, and you can hear their comments on the quality and usefulness of data you submit to them.

SHA helps the Customer Support Operations to provide better Service to your clients by providing better information and support to your teams!


Some advices from the Customer Support Experts at SHA:

  • Start today with a KMS solution that will enable you to create, maintain and monitor your enterprise knowledge
  • So that your teams can access this knowledge irrespective of their location!
  • So that your teams can be guided on what and when they have to learn.
  • So that your team leaders and supervisors can easily track the knowledge usage and learning
  • If you need to set up a KMS from scratch or move your existing KMS to a much more agile and cost-efficient system, have a look at what SHA can provide you!

Video Killed the Radio Stars but Have Chatbot Killed Knowledge Management Systems?

As most of tools existing for quite a while, Knowledge Management Systems (KMS) were recently challenged by tools that looked more dynamic and more adapted to current tech trends: CHATBOT for example were expected to take over the support of clients having all kind of questions & queries.

Image by kjpargeter on Freepik

After a few years of hype, where do we stand?


Facts:

Let’s look at the bright side first:

  • Yes, CHABOT are up and running 7 days a week
  • Yes, CHABOT can address some easy to ask and easy to analyse queries. It is important to note that those queries have to be easy ones – means the customer have to ask those queries in a very simple manner, so the bot replying, will not get lost with too many words …

BUT


Facts again:

Studies shown that users don’t like to get support from bots (and very probably it is because they could not get proper answers from them…) Recent studies (ie study from Statista.com) found that the huge majority of customers (rough average 80%) prefer human interaction to AI driven interfaces as chatbot.

More studies forecast that bot assistants lacking integration with Knowledge Systems will NOT bring the expected CS and savings.

Very few businesses require 24/7 replies on queries, and when there is a critical need (health, security, financial transactions for instance) most of the time it is low volume and high quality required so human interfaces have to be there.

So KMS seems to be considered as the fundamental foundation which should not be neglected for both human and virtual Customer Support.

Designed by rawpixel.com / Freepik

Knowledge Management: a fundamental element that is here to stay?

No surprise that some other studies shows that KM has a bright future to help and support human beings (but not only) to reply accurately and consistently to queries from other precious human beings: customers and prospects.

Gartner found that 74% of Customer Support Professionals mentioned improving knowledge and content to their customers and employees as a priority.

There is a spot for bots and probably in the forthcoming years, technology will evolve so the current rejection could reduce. But we also need to consider that robots need to be fed, and when they’ll be working better, they’ll need to use some fundamental pieces of knowledge, and they’ll find in your KMS.

The days IA/Bots/ML will create their own knowledge (and mimic the current knowledge life cycle and workflow: identification of need, authoring, validating, monitoring, improving, and managing obsolescence…) are not there yet. And when it will happen, we’ll still have to ensure that 2 different lines of code would not generate 2 different solutions to similar queries just because some synonyms were used…


Some advices from the Customer Support Experts at SHA:


  • Start today with a KMS solution that will enable you to create, maintain and monitor your enterprise knowledge for your contact center staff as well as for your digital virtual agents, today and tomorrow!
  • Video might have killed the video stars some years ago (same as streaming has killed some others) but LPs are still there and Chatbot did not killed KMS, just made their existence more critical and more visible…
  • If you need to set up a KMS from scratch or move your existing KMS to a much more agile and cost-efficient system, have a look at what SHA can provide you!

Can Knowledge Management be isolated from Training? How to close the loop?

Introduction

If Knowledge Management is based on the idea that an organization’s most valuable asset is the knowledge of its people and if we accept the fact that Knowledge freshness can be volatile then it becomes clear that both Knowledge Management and Learning Management are to be considered together.


Operational Context: what are the issues?

When running a Contact Center Operation, the relation between Knowledge and Learning is even more critical:

Once the initial and fundamental trainings are delivered, how to ensure your teams’ knowledge keep up with new information, changes, update?

How to avoid to pile up the necessary updates in one regular training session (ie 1hr per week or half a day per month), stuffing the staff with a lot of new things at the same time, and with little or no chance to digest the info?

Knowledge content changes every day, product specs, processes, regulations, business rules, opening hours, financial conditions, software versions just any piece of knowledge is bound to become obsolete one day.…

As a result it is difficult for customer fronting staff managers to keep their team knowledge up to date.


Operational and Financial impact

The regular training updates, (are they short and weekly or long and monthly), bring constraints and costs such as having staff not productive for hours, training room, trainers, support materials…

To make it even worse, those update sessions are most of the time a compilation of a lot of different topics: new product specs, new legislation impact, new process, new application version, new…

It can be hard for contact center agents (for anyone!)  to digest in one batch a lot of updates on a lot of different topics. It is also very well known that it is difficult to get trainees full attention and focus if there are a lot of different subjects to be covered in a short time.

Real time can be critical:

Regular consolidated updates can’t be real time by essence. So info freshness is at risk and communication to clients can be obsolete during a few days, meaning some customers might be given wrong info for a while.

In the other hand providing updates in advance, before the changes are implemented can also be misleading and confidentiality has also to be considered: some info can be under embargo (till they are live) like: product new specs, new price list, promotion…

Home working:

Today’s natural trend to favour Home Working can make the situation worse, it can be difficult to ensure that everyone is aware that they have news in the mail box which requires attention!

Knowledge Quality:

Knowledge Quality is extremely dependant on its freshness:  Knowledge is alive, Training is its heart and KMS is its blood…

One strong point having a Knowledge Management System (KMS) is to get feedback on the content, so authors, writers can amend and improve their articles and make them easier to understand and to share.

In the contact center daily context, it is easy to understand that an agent looking for a solution in the KMS will not spend a lot of time about what could be done to improve the article, he’ll (rightly) focus on the customer experience not on the knowledge improvement.

When reading a training update during a quiet time during the day, the agent is not under the same immediate delivery stress so not only he can read and absorb better the content he’s submitted but he’s more likely to provide useful and relevant comments to the article.


Conclusion (and Solution)

We at SHA, led by experience, strongly believe Training, Learning and Knowledge Sharing are tightly interconnected.

This means that both Knowledge Sharing and Training have to be considered together.

We’d all agree that fundamental, theoretical, specialised trainings require hours/days and most of the time require classroom setup, but Knowledge update, process adjustments, products specification upgrade and the likes can fit in a totally different and far more efficient format.

That’s why SHA has developed a Training Module to “Close the Loop”

With SHA Training Update Module solution you will:

  • Avoid double flow management (training delivery and content sharing) for new updated, adjusted knowledge workflow.
  • Free up your training resources (trainers, equipment, rooms…) from the heavy load of minor training updates.
  • Keep your agent productive and focused during the peak periods.
  • Provide your agent guidance and support to absorb new things at the right moment.
  • Track and monitor training progresses and fix potential stress areas within the team
  • Provide your team more time and thoughts to give feedback on existing solution, hence enhance the content!
  • Manage your knowledge freshness and deliver real time up to date solutions to your clients and prospects.

Contact us to see more about SHA!

(s.lissillour@sha-saas.com)

SHA put together your massive Knowledge Encyclopaedia and your Real Time Training News Feed, in one app!

Never let your precious knowledge get obsolete!

Use SHA KMS Training Module and close the loop!