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: John Posada <jposada99 -at- gmail -dot- com>
To: "Eric J. Ray" <ejray -at- raycomm -dot- com>
Date: Sun, 2 Jan 2011 10:35:24 -0500

For every article we publish for customers and agents, we measure a
number of criteria. Once of them is what we call "verbatims". These
are the comments that visitors leave. Around 2% of the visits result
in comments. Not a big percentage, but some articles gat 200,000 hits
a month

Those comments are assigned with a CSAT (Customer satisfaction) or
DSAT (Customern Dissatisfaction) rating.

We also have a few analysts that monitor articles via Google Analytics.

Through this and through other means, we get a hit list each month of
the 10-20 articles that have the most unfavorable stats, which we fix
or revisit based on the verbatims, then track the next month.

We're currently preparing for a migration from our existing CMS to the
next generation that will support the whole social media movement. I'm
in charge of reviewing each article and coiming up with a rating
system to determine which articles should be migrated, which not, and
which should with work.

So yeah, there are a number of elements that come together with this
type of writing;

Audience analysis
Satisfaction metrics
CMSs
XML/DITA
Social Media

On Sun, Jan 2, 2011 at 10:09 AM, Eric J. Ray <ejray -at- raycomm -dot- com> wrote:
>
> 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.
>>
>
>



--
John Posada
http://jposada.zenfolio.com/
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Re: Does anyone know of any groups that specialize in Customer Service/Agent call center knowledgebase writing?: From: Eric J. Ray

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