Re: Does anyone know of any groups that specialize in Customer Service/Agent call center knowledgebase writing?

Subject: Re: Does anyone know of any groups that specialize in Customer Service/Agent call center knowledgebase writing?
From: "Eric J. Ray" <ejray -at- raycomm -dot- com>
To: Connie Giordano <connie -at- therightwordz -dot- com>
Date: Sun, 2 Jan 2011 08:09:59 -0700


Interesting...and fascinating.

I worked on several projects (all several years removed by now)
to try to come up with useful and worthwhile metrics for
technical communication, but I'd never thought to connect to
the metrics of the support organizations (but it makes perfect
sense, now that you mention it).


On Dec 29, 2010, at 10:39 AM, Connie Giordano wrote:

> I have to agree with John on this one. Yes know your audience is key, but
> the audience needs are extremely different. Call center/technical support
> agents are driven by metrics that emphasize fast access to KB articles,
> ability to quickly determine relevance, etc. Call handle times, first
> contact resolution and other customer service metrics drive the structure of
> the knowledge base, SEO optimization, categorization/taxonomy of articles,
> and article content itself.
>
> I've worked on several call center projects over the past two years,
> including redesigning the agents' knowledge bases, and I've never been able
> to find a group that addresses KM and content management specifically, so I
> end up relying on a combination of techwr-l, KM groups, and customer service
> blogs and such, and then perform the mental mashups necessary to provide
> those clients with workable solutions.
>

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