What to look for when selecting a KMS TABLE 2

The KMS could sometimes be outdated for your changing needs, be too old to fix, have reached end of life, or no longer be supported by the vendor. Consult and work closely with your IT team on the next steps.

HOW TO MIGRATE TO A NEW KMS

Switching to a new KMS is exciting, but it ' s essential to keep in mind that it’ s not as simple as a copy-paste job. The goal is to migrate your content to the new KMS without losing the critical pieces.

Here are a few things I’ ve learned about KMS migration:

1. Audit what you have. Before you move anything, take inventory. Archive outdated, duplicate, or rarely used articles. If no one uses it anymore, don’ t bring it over.

What is scaling content, and why do it?

Scaling content means growing smart so that your KMS continues to serve agents well, whether you have 10 team members or 1,000.

It’ s about structuring articles and pages in a way that makes information easy to find and easy to expand without overwhelming agents when they need quick answers during a call.

Signs that your KMS needs repair or changing

If your agents are ignoring your KMS or relying on sticky notes, email chains, or tribal knowledge, here are several red flags that could indicate whether it has a fixable problem or one that requires replacement( see Table 3). A KMS should support your team, not hinder them.

TABLE 3

2. Prioritize high-impact content. Start with the knowledge agents use most, such as FAQs and escalation steps. You don’ t need to migrate everything at once. Focus on what helps agents today.

3. Involve frontline agents early. Let agents test the layout, naming conventions, and search functionality to ensure they are effective. Their feedback ensures the system makes sense where it matters: on the floor.

4. Tag and structure content wisely. Group knowledge by how agents think, such as call types, departments, and workflows. Use clear categories, keywords, and filters to maintain an intuitive navigation experience.

5. Train before you launch. Don ' t wait until go-live day. Run mini-training sessions ahead of time: show agents how to navigate through the KMS.

KMS SETUP( WITHOUT MAKING IT COMPLICATED)

You don ' t need a big committer. Start with:

• A KM leads to coordinate everything.

• A few content owners: often team leads, trainers, QA, or SMEs.

• A feedback loop so agents can flag unclear or outdated content.

20 CONTACT CENTER PIPELINE