How to Make the Most of Your Knowledge Base
-
Upload
erica-marois -
Category
Business
-
view
357 -
download
0
Transcript of How to Make the Most of Your Knowledge Base
![Page 1: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/1.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Make the Most of Your Knowledge Base
![Page 2: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/2.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our May 17, 2016 #ICMIchat
![Page 3: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/3.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1: How do you define a knowledge base?
![Page 4: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/4.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
What is a knowledge base?
![Page 5: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/5.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q2: How often do you (as a customer) use knowledge bases
for service?
![Page 6: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/6.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
When & Why Customers Use a Knowledge Base
![Page 7: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/7.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q3: What are the characteristics of a well-designed knowledge base?
![Page 8: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/8.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Characteristics of a Great Knowledge Base
![Page 9: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/9.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q4: What’s the best way to keep knowledge bases accurate and
up-to-date?
![Page 10: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/10.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Keeping Knowledge Bases Up-to-Date
![Page 11: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/11.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q5: Is it possible to measure CSAT in knowledge base? How?
![Page 12: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/12.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Measuring Knowledge Base Customer Satisfaction
![Page 13: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/13.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q6: What’s next for knowledge bases? How will they look
different in 5 year?
![Page 14: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/14.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
The Future of Knowledge Management
![Page 15: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/15.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us Next Time!
![Page 16: How to Make the Most of Your Knowledge Base](https://reader035.fdocuments.in/reader035/viewer/2022081604/58a987761a28ab412d8b5547/html5/thumbnails/16.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Check out our forum for a full recap: http://ubm.io/1RzMpI4