Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
© 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 knowledg...
© 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-design...
© 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 a...
© 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 b...
© 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 the...
© 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....
Upcoming SlideShare
Loading in …5
×

How to Make the Most of Your Knowledge Base

515 views

Published on

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.

Published in: Business
  • Be the first to comment

  • Be the first to like this

How to Make the Most of Your Knowledge Base

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Make the Most of Your Knowledge Base
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our May 17, 2016 #ICMIchat
  3. 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1: How do you define a knowledge base?
  4. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 What is a knowledge base?
  5. 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2: How often do you (as a customer) use knowledge bases for service?
  6. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 When & Why Customers Use a Knowledge Base
  7. 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3: What are the characteristics of a well-designed knowledge base?
  8. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Characteristics of a Great Knowledge Base
  9. 9. © 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?
  10. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Keeping Knowledge Bases Up-to-Date
  11. 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5: Is it possible to measure CSAT in knowledge base? How?
  12. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Measuring Knowledge Base Customer Satisfaction
  13. 13. © 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?
  14. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Future of Knowledge Management
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  16. 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for a full recap: http://ubm.io/1RzMpI4

×