Motability Operations’ Approach to Knowledge Management Recognized with Innovation Award

By Liam Ryan, Head of Sales

Last week I had the honour of joining the team from Motability Operations at the 2015 Customer Contact Innovation Awards gala dinner presented by The Forum. Their entry had earned them a finalist spot for this prestigious awards programme which recognises outstanding initiatives that are making customer operations great places to work and transforming the experience of customers. After presenting their case study titled Ask Mo: how knowledge gives confidence with customers to a panel of judges, Motability Operations took home the Innovation Award for Sustainable Culture!

The judges selected Motability Operations for the Innovation Award for Sustainable Culture because their “approach to knowledge management builds trust and supports effective conversations, getting it ‘right first time’, optimising call length and – above all – helping advisors give customer confidence.” The full case study can be found on the Innovation Awards website and is well worth a read, particularly for those involved in the contact centre industry. Motability Operations shares how they use a blended approach of a virtual assistant (‘Ask Mo’) and interactive process maps to meet their key initiatives and achieve top-ranking customer and employee satisfaction scores.

It was exciting for me to see the Motability Operations team accept their award since Creative Virtual has partnered with them since 2007 to deploy their ‘Ask Mo’ virtual assistant. Powered by our natural language V-Person™ technology and backed by our knowledge management, workflow management and business intelligence report platform V-Portal™, ‘Ask Mo’ is an amazing success story for using this technology in the contact centre. By enabling the advisors to provide real-time feedback on missing or incorrect content, the solution gives them confidence that the information is current and accurate and, in turn, allows them to focus on engaging with the customers. That results in happy employees, happy customers and a great support experience.

Many congratulations to the Motability Operations team on their well-deserved win! In addition to their case study, you can also watch a recording of our Smart Help Solutions in Action webinar which featured a presentation from Alison Chapman, Communications and Development Manager at Motability Operations, to learn more about their ‘Ask Mo’ solution.