Managing content is the largest knowledge management challenge for most organizations. This includes having sufficient staff, automating workflows, and ensuring existing content is kept up to date.
To deliver the most relevant and useful knowledge, you need to regularly track the effectiveness of your knowledge base. This enables you to promote the best answer to each question and improve and enhance answers when necessary, which in turn improves your high-level KPIs like average handling time (AHT) and first call resolution (FCR).
