Advisors Are a Key Part of Knowledge Creation


As Part of Your Knowledge Management Strategy, Have You…?

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This article explores the answers of 224 contact centre professionals when asked ‘As Part of Your Knowledge Management Strategy, Have You…?’

The results have been taken from the Knowledge Management chapter of our ‘What Contact Centres Are Doing Right Now’  2021 survey report, which was sponsored by ProcedureFlow.

As Part of Your Knowledge Management Strategy, Have You…?

Contact centre knowledge management strategy – results:

Strategy Choice Percentage
Involved Advisors in Knowledge Creation 59.9%
Assigned a Knowledge Manager 42.1%
Created a Review Process for New Pieces of Knowledge 39.5%
Developed a Set Style Guide 36.8%
Analysed Advisor Searches into the Knowledge System 25.7%

Advisors Are a Key Part of Knowledge Creation

The best people at simplifying customer responses are experienced contact centre advisors, who know the answers to common queries.

2021 Survey Graph As Part of Your Knowledge Management Strategy, Have You…?

With this being the case, it was great to see 59.9% of contact centres involving their teams in knowledge creation.

An additional 42.1% have also appointed a knowledge manager to analyse content and keep the system up to date.

Style Guides Are Seemingly Underutilized

Setting a style guide, so that every piece of knowledge is formatted in the same way, can be very beneficial, as advisors are then able to immediately make sense of the material.

However, little more than a third of contact centres do so, overlooking a potentially simple method of simplifying knowledge content.

Also, only 39.5% of contact centres have set up a review process for pieces of knowledge. This could be a major factor in why knowledge base accuracy is so erratic.

This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.

Research

To view and download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey report, follow this link: What Contact Centres Are Doing Right Now (2021 Edition)

For more great information, check out our other Contact Centre Research

Published On: 28th Jul 2022
Read more about - Contact Centre Research, , , , ,


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