Our CX Knowledge Manager Playbook is officially live!
With AI and automation on the rise and customer expectations skyrocketing, having up-to-date, easily accessible knowledge is crucial for both self-service and agent assistance. That’s why we created the CX Knowledge Manager Playbook. This playbook features over 70 strategies to revolutionize your help content approach.
Our conversations revealed three clear priorities among this diverse group of knowledge managers—get your copy for more: https://lnkd.in/eMZYY6wf
1) Improve Self-Service and AI Knowledge
“This year, we’ll focus more on building a solid customer-facing knowledge base and creating processes to drive the improvement and freshness of our content. This body of content will set a foundation for integrating AI tools across the Compass platform to make help more easily accessible.”
- Evan Pitonzo, Manager, Knowledge Management at Compass
2) Maximize Support Agent Efficiency
“AI has changed how we find and consume knowledge. This year, we launched a couple of AI features within our internal knowledge base, including generative AI, which has changed how we present knowledge to agents. We’re able to drill down into more concise answers.”
- Sarah Regner, Senior Manager, Operations & Business Systems at Checkr
3) Align with Support Departmental Goals
“Incorporating knowledge into key support metrics, like handle time, is important to getting leadership buy-in. This helps us obtain more resources to improve our KM strategy. Reducing handle time is also important for the agent experience.”
- Olivia Overstreet, Content Lead at Cash App
We hope you find the insights in this playbook valuable. What are your top knowledge management priorities?
A big thank you to all our contributors for sharing their expertise and insights!
Marjorie Etter, Christianne Beasley, MLS, Evan Pitonzo, Fabrizio Vena, Jelena Stosic, Milika Freeland, M.Sc., MBA, Nicole Dufresne, PMP, Olivia Overstreet, Sarah Regner, PMP, PMI-ACP, Clare S., Katarzyna Wagner, and Anna Udziela-Macha
#KnowledgeManagement #CustomerExperience #AI