KNOWLEDGE MANAGEMENT
12. EMBEDDING KNOWLEDGE FEEDBACK LOOPS
What it is. Creating simple, built-in ways for agents to give feedback on knowledge articles, flag inaccuracies, or suggest improvements. Why it matters. A static KMS becomes obsolete fast in highchange environments. Agent-driven feedback keeps your content current and ensures frontline users shape what ' s in the system.
Examples:
• Add thumbs-up / down or " Was this helpful?" buttons to every article.
• Create a Teams channel specifically to surface KMS improvement ideas.
A STATIC KMS BECOMES OBSOLETE FAST IN HIGH-CHANGE ENVIRONMENTS.
13. KM ANALYTICS AND OPTIMIZATION
What it is. Using data to understand how the KMS performs and making improvements based on usage trends. Why it matters. You can ' t improve what you don ' t measure. Analytics help you pinpoint content gaps, spot overused searches with no results, and understand which knowledge is helping resolve calls.
Examples:
• Monitor " zero-result " search queries to identify missing content.
• Track article open rates during live calls to correlate with FCR or handle time.
Now, you ' re ready to examine whether you are ready for a KMS and how to make it happen and obtain the benefits you are seeking from it.
Mark
Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.
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