Contact center managers and supervisors are up to their necks in responsibilities – hiring, training, handling call escalations, managing teams, teaching policies and tracking performance. Yet somehow they must also carve out time each week for maintaining knowledge and updating resources.

By automating cumbersome processes, knowledge automation can save managers and supervisors valuable time each month as well as provide them with helpful insights into how their agents are interacting with company knowledge, as well as what’s missing and what needs to be updated.

End-to-end content quality management

End-to-end knowledge automation provides contact centers with a new and unique perspective because it allows content managers to track and control the complete lifecycle of company knowledge.

  1. All feedback is streamlined through a central dashboard.
  2. Managers can react to issues through automatic notifications that they can instantly turn them into a task for review.
  3. Drafts, reviews, approvals and publishing are all managed through a centralized dashboard. No more “firing off an email” to check on the status of a content review.
  4. Your agents are notified about all updates and can be required to signal acknowledgement for compliance purposes.
  5. Managers can track who’s reading updates – and do so in real-time to eliminate misinformation.

Knowledge automation has transformed this once burdensome job into a streamlined process, providing system administrators an incredible amount of value by preserving their time so they can remain laser focused on your team’s success.

We’ll now provide a quick overview of each of these features and how they work.

Automated Feedback Manager


User feedback is incredibly helpful when assessing content performance, but when teams must resort to emails and chat to provide feedback to supervisors and SME’s, those simple requests can easily get lost in the chaos of an inbox or chat thread. Now multiply that by thousands of agents, and you have an incredibly unwieldy experience where it’s nearly impossible to manage everyone’s feedback.

The Automated Feedback Manager collects qualitative and quantitative user feedback from all channels and provides a detailed overview in a centralized dashboard. This means that admins can assess it, make a decision on whether or not to address it, and if accepted, create a task to implement the feedback in real time.

The Feedback Manager also allows admins to respond to questions or suggestions directly in Shelf. Managers can notify the team whether the content they think is missing actually exists, or let them know when it will be released.

Content Publication Workflow (CPW)


Accuracy of information is critical to customer satisfaction and the success of any contact center, but the content creation and publication process is arduous. It typically requires rounds of edits and multiple stakeholders have to get involved in the approval process. And when edits inevitably get lost in emails and chats – these mistakes lead to inaccurate and out-of-date content that creates compliance issues for many companies.

Shelf’s Content Publication Workflow (CPW) centralizes and streamlines this entire process, so each step is carefully tracked, and all relevant parties come together in a single place to accomplish the task at hand. From the CPW, you can create, update, restore, and remove content, then manage, assign tasks, review content, and approve for release all within a single dashboard.

By avoiding endless emails, chats, calls, and automating task management, you can work smarter and assure your agents that content is always accurate, up-to-date and compliant.

Announcement Manager


Regardless of when content is updated or released, your agents are expected to adhere to it immediately. And while email and internal chat platforms have become the de facto sources for internal announcements, it’s just not safe to assume everyone has read the message and is aware of new content. There’s too much noise in these systems, and messages are easily lost.

The Announcement Manager solves that problem by pushing automated notifications regarding content updates and feedback responses directly to the agent desktop. When new content is published, admins can send announcements to the entire team. Once the agent reviews the announcement, they click to acknowledge receipt, and your admins can track those confirmations, or lack thereof, in a central dashboard.

The Announcement Manager ensures teams stay on top of news and updates, and gives supervisors visibility into each agent’s awareness of critical changes to the business.

Content Health & User Behavior Monitoring

Knowledge Automation provides intelligent content monitoring, leveraging AI for quality control so admins can dig right into results rather than gather intel.

The Maintenance Assistant delivers unique insights not found in typical content or knowledge solutions. Aside from knowing whether content is used, Shelf knows exactly how helpful content and decision trees are by tracking abandonment and lack of utilization, then analyzes these results and warns administrators, creating an intelligent feedback loop that keeps everything accurate.

One of the key pillars of Knowledge Automation is to alleviate the long-standing issues that plague content management platforms and how content managers interact with them. MerlinAI uses machine learning to improve recommendations over time, and powers the Maintenance Assistant to keep content fresh and appropriately tagged, categorized, and optimized for findability.

With a complete real-time overview of your content’s health your team can stay on top of what’s happening, with little effort or disruption to their workflows. They can make quick and informed decisions, eliminate policy or procedural risks, and consistently deliver high-quality content.

 

Automate Tags and Categories

Adding tags and categories (known as metadata) to your company knowledge is a great way to make it more discoverable, especially when relating information to specific industries, markets, products, use cases, and more.

Without it, you run the risk of users missing helpful information, but tagging new and backlogged content takes up time that can be better spent on more pressing matters.

Shelf’s Maintenance Assistant automates tagging and categorization by identifying and listing the content that’s in need of additional metadata. Then, AI suggests best-fit tags and categories based on how your existing content is labeled, improving overall content quality and making it much easier to find.

Content Health Scoring


Monitoring content health is an essential aspect of keeping your content up-to-date, but it requires a huge amount of effort when performed manually. If you neglect the process, you create compliance issues by implicitly encouraging agents to provide potentially inaccurate information for the sake of their AHT.

The Maintenance Assistant relieves administrators from assessing quality on their own by analyzing your content across four critical factors: information architecture, content quality, findability, and user engagement.

Shelf will identify what content is outdated and what users do not find useful. The Maintenance Assistant also knows how long users are viewing, downloading, or sharing content. When it picks up any of these irregularities in your content, it notifies admins to check the quality, and empowers administrators to make quick, informed decisions on what needs to be done next, like sending content into the Content Publication Workflow for an update.

Knowledge is power, and easily maintaining a healthy content library improves efficacy without sacrificing efficiency.