Putting knowledge where your mouth is
Now understanding this process and implementing it is one challenge. Actually applying it in daily operations is another adventure altogether.
Every organization has different products and topics they address, and the methodology needs to be tailored to different communication channels and media.
At 5CA, we recognize our agents are the subject matter experts and we can think of no better creators for our knowledge articles.
Instead of simply publishing this content on an internal knowledge base, we aim at making the knowledge base the single source of information for agents and customers alike. With the help of our clients’ brand guidelines and content editors, we train our agents to transform their knowledge into public-facing FAQs and instructions.
Even when you have all the tools and data hooks lined up, the biggest challenge is creating the right mindset within your organization and agents in taking ownership of the knowledge that you work with on a daily basis. Without practical application and proper presentation, knowledge is just like a book on your shelf collecting dust.
KCS is an ongoing program that helps keep your information up to date and centralized and at the core of your support business.
I’ll leave you with some further reading to learn more about KCS:
Introduction to KCS
If you’d like to talk about how to improve knowledge management in your support organization, reach out here.