Description

Find It Faster: Knowledge Management Essentials for High-Performing CX Teams

This course teaches the essential principles of modern knowledge management and how to apply them in the fast-paced environment of a contact center. Over four modules, you'll learn how to define the purpose of your knowledge base, structure information for findability, build sustainable update processes, and drive strong agent adoption while also laying the groundwork for AI tools that depend on accurate, well-organized knowledge. By the end, you'll have the foundations of a high-performing, continuously improving knowledge system that enhances accuracy, reduces handle time, and strengthens agent confidence.

Module 1: Why Knowledge Matters

• Understand how knowledge systems enable consistency, speed, and agent confidence
• Identify the cost of outdated or inaccessible information
• Define the purpose and users of a knowledge base in the contact center

Module 2: Building Searchable, Useful Content

• Apply best practices for structuring, tagging, and formatting content
• Design articles agents can find and understand quickly—especially under pressure
• Incorporate user feedback to continuously improve content clarity and usefulness

Module 3: Keeping Knowledge Alive

• Establish update cycles and version control habits
• Build contributor and reviewer roles including SMEs, leaders, QA, and training
• Create feedback loops that keep your knowledge base accurate and trusted

Module 4: Driving Adoption and Continuous Improvement

• Boost engagement through visibility, reinforcement, and recognition
• Integrate knowledge management into onboarding and daily workflows
• Measure impact through handle time, accuracy, usage rates, and agent confidence