KNOWLEDGE MANAGEMENT
Examples:
• After open enrollment, gather agents and quality assurance( QA) staff to review what processes worked and where scripts or resources fell short.
• Use AARs after system outages or mass escalations to document lessons learned.
• Create a template for AARs that feeds directly into updating knowledge articles.
6. KNOWLEDGE REPOSITORIES
What it is. Central, searchable systems for storing and retrieving essential knowledge. Why it matters. When done right, they reduce AHT, improve accuracy, and improve agent confidence.
• Tag entries by department, issue type, and resolution method for quick retrieval.
9. STORYTELLING
What it is. Using real stories to convey knowledge in a memorable, human-centered way. Why it matters. Stories are sticky; they resonate emotionally and are more likely to be remembered than procedures.
Examples:
• Share a weekly " Customer Win " story in team huddles or email updates, highlighting how an agent went above and beyond using KM.
• Include success stories in onboarding to help new hires understand the KMS ' s value.
Examples:
• Utilize tools like SharePoint or Salesforce Knowledge for dynamic search capabilities.
• Create role-based portals or sites with relevant content for agents, team leads, and QA.
• Add feedback buttons so agents can flag outdated or unclear content.
7. AI-DRIVEN KM
What it is. Leveraging AI to refine, personalize, and deliver knowledge articles or pages. Why it matters. It shortens search time and helps agents work smarter, not harder, when it comes to finding the information they need when they need it.
Examples:
• Integrate chatbots to support internal knowledge queries during live calls or chats.
• Use AI to recommend relevant articles based on call type or CRM context.
• Analyze usage patterns to highlight content gaps or underused resources.
8. LESSONS LEARNED SYSTEMS
What it is. Processes that capture insights from past events to inform future decisions and avoid repeat mistakes. Why it matters. They help your organization retain hard-won insights and embed them into workflows.
Examples:
• Build a searchable " lessons learned " database linked to common call types or campaign issues.
10. PEER-ASSISTED LEARNING
What it is. Encouraging agents to learn from each other through mentoring, coaching, or informal support. Why it matters. It strengthens team cohesion and builds confidence through shared learning.
Example:
• Set up peer-to-peer learning labs where agents walk each other through high-impact call scenarios.
11. GAMIFICATION
What it is. Using game-like elements( points or badges) to encourage knowledge use and contribution. Why it matters. It increases engagement and motivates agents to contribute to and interact with knowledge, like that in the KMS.
Examples:
• Award points for creating or improving knowledge articles and highlighting top contributors.
• Use quizzes and mini-challenges to reinforce new content.
• Celebrate KM milestones, such as " Top Viewed Article of the Month," in staff meetings.
NOVEMBER 2025 41