Every service and support organization quests after a better knowledge base, one that is easier to navigate, has a more intuitive interface, and even includes technology that proactively suggests relevant content to staff during a customer interaction, all in an effort to improve organizational performance.
This is a bit of an unrealistic panacea—for a price, it is feasible to get all of this, of course—but the average company is more focused today on investing resources into customer-related technologies like CRM and VOC analysis tools than a support tool like the knowledge base.
The truth is, however, a better knowledge base can be (nearly) as simple as tracking the right metrics at the leadership dashboard level. Indeed, a major reason knowledge bases don’t work well is that they’re full of junky, outdated information that clutters up the system. Maintaining focus on knowledge currency and utilization can actually go a long way toward improving knowledge base efficacy.
My colleagues have written in the past about continuous knowledge improvement—a technique technical support organizations, which really live and die by the knowledge base, follow very effectively. I want to share another lesson learned from the technical support world that has to do with the dashboard metrics they track related to the knowledge base, in essence to track the health of the knowledge base.
Here are some sample metrics: Read More »