How to Make the Most of Your Knowledge Base

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An effective knowledge base can help deflect call volume, increase customer satisfaction, and be used as an ongoing training tool for contact center agents. A poorly designed knowledge base can lead to just the opposite---frustrated customers, higher call volume, and less informed agents. Want to make the most of your knowledge base? Thinking of developing a new portal this year? Check out this insight from our #ICMIchat community for tips on designing and maintaining a useful knowledge management system.

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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Make the Most of Your
Knowledge Base

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our May 17, 2016 #ICMIchat

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1: How do you define a
knowledge base?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
What is a knowledge base?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q2: How often do you (as a
customer) use knowledge bases
for service?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
When & Why Customers Use a Knowledge Base

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q3: What are the characteristics of
a well-designed knowledge base?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Characteristics of a Great Knowledge Base

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q4: What’s the best way to keep
knowledge bases accurate and
up-to-date?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Keeping Knowledge Bases Up-to-Date

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q5: Is it possible to measure CSAT
in knowledge base? How?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Measuring Knowledge Base Customer Satisfaction

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q6: What’s next for knowledge
bases? How will they look
different in 5 year?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
The Future of Knowledge Management

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us Next Time!

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Check out our forum for a full
recap: http://ubm.io/1RzMpI4

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