MVP KB: A Practical Guide for Customer Service Knowledge Management (eBook, ePUB)
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Are you struggling with a chaotic, outdated customer service knowledge base? Do you feel like knowledge management is an afterthought, assigned to someone who already has too many other responsibilities? Is tribal knowledge locked in people's heads, a valuable asset that could be lost? Are your agents wasting time searching for information across disconnected systems? Does poor knowledge lead to unhappy customers and inefficient AI tools?You're not alone. Many small and medium companies face these exact challenges. Implementing a full-fledged knowledge management system or methodology like KCS...
Are you struggling with a chaotic, outdated customer service knowledge base? Do you feel like knowledge management is an afterthought, assigned to someone who already has too many other responsibilities? Is tribal knowledge locked in people's heads, a valuable asset that could be lost? Are your agents wasting time searching for information across disconnected systems? Does poor knowledge lead to unhappy customers and inefficient AI tools?
You're not alone. Many small and medium companies face these exact challenges. Implementing a full-fledged knowledge management system or methodology like KCS or ISO can be a huge undertaking, requiring significant time, effort, expertise, and budget.
But there is hope. You don't have to be a certified expert or have a massive budget to build and manage a customer service knowledge base that actually works.
Introducing MVP KB: A Practical Guide to Customer Service Knowledge Management. This book brings a DIY spirit to knowledge management for customer service teams.
It's a practical guide and a "recipe" that you can follow to make your knowledge base the "Most Valuable Player" in your contact center operation. You'll learn how to build something that has the "minimum ingredients" needed to be effective, focusing on continuous improvement over time.
This book is for anyone in a customer service organization tasked with managing or improving a knowledge base, especially if you don't have deep knowledge management expertise, a large team, or a big budget. Whether you're a team lead, training specialist, IT manager, or the person who's been asked to "fix the KB", this guide is designed for you.
Inside MVP KB, you'll discover:
MVP KB provides a lightweight methodology that borrows practical principles from established frameworks like KCS, Agile, and Lean, but is designed for anyone to use, regardless of formal training.
You don't need to wait for a big budget or hire an expert to start. It's time to put the ideas in this book into action and build a knowledge base that makes a positive difference in your organization.
You're not alone. Many small and medium companies face these exact challenges. Implementing a full-fledged knowledge management system or methodology like KCS or ISO can be a huge undertaking, requiring significant time, effort, expertise, and budget.
But there is hope. You don't have to be a certified expert or have a massive budget to build and manage a customer service knowledge base that actually works.
Introducing MVP KB: A Practical Guide to Customer Service Knowledge Management. This book brings a DIY spirit to knowledge management for customer service teams.
It's a practical guide and a "recipe" that you can follow to make your knowledge base the "Most Valuable Player" in your contact center operation. You'll learn how to build something that has the "minimum ingredients" needed to be effective, focusing on continuous improvement over time.
This book is for anyone in a customer service organization tasked with managing or improving a knowledge base, especially if you don't have deep knowledge management expertise, a large team, or a big budget. Whether you're a team lead, training specialist, IT manager, or the person who's been asked to "fix the KB", this guide is designed for you.
Inside MVP KB, you'll discover:
- What knowledge management means in the context of customer service, including the difference between tacit and explicit (tribal) knowledge.
- How to put people first in your knowledge strategy, understanding the crucial roles of Knowledge Users (Agents), Knowledge Contributors (SMEs), Knowledge Curators, and the Knowledge Coordinator (Manager). Learn how to leverage your agents as experts and involve them in the process.
- The importance of having a single source of truth and navigating the world of knowledge management systems, from document management systems to embedded CRM KBs and low-code/no-code solutions. Reduce the frustrating "swivel chair experience" for your agents.
- Why a solid knowledge base is crucial for successful AI implementations and how "garbage in, garbage out" applies to AI tools like chatbots.
- A simple project management framework to assess your current state, plan your strategy, and build your KB.
- How to get buy-in from leadership by calculating the Return on Investment (ROI) and Return on Effectiveness (ROE) of your KB efforts.
- The power of establishing clear policies and workflows, including creating a style guide and content standard, and the importance of continuous improvement through monitoring metrics and conducting content audits.
- Principles for creating effective knowledge base content that is clear, concise, and structured with your audience (agents and AI) in mind, using principles like the 80/20 rule.
MVP KB provides a lightweight methodology that borrows practical principles from established frameworks like KCS, Agile, and Lean, but is designed for anyone to use, regardless of formal training.
You don't need to wait for a big budget or hire an expert to start. It's time to put the ideas in this book into action and build a knowledge base that makes a positive difference in your organization.
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