How Cambium Assessment Transformed Contact Center Efficiency with AI-Powered Knowledge

The Challenge

Cambium Assessment, a leading national behavioral and social science research company, was looking to solve efficiency gaps in their contact center. Agents were struggling to handle complex interactions, and 50% of calls could not be handled with a simple search of their knowledge base. Their help desk managers were also over capacity — triaging thousands of content change requests per year.

The Solution

A smarter tool to help agents quickly navigate company knowledge and find answers for faster interactions, as well as an easier way to manage frequently updated content for admins.

Customer since: July 2018

Number of users: 350

30% reduced handle times

600 hours saved automating content maintenance

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100% improved first contact resolutions

The Results

    • Reduced handle times by 35% with AI-powered pinpoint search, instantly locating answers and exact keyword locations inside documentation.
    • Saved admins over 30 hours per months with end-to-end content management workflows that automate maintenance processes and streamline tasks.
    • Improved first contact resolution by keeping content up-to-date and accurate knowledge at all times, and reducing time between content updates and information shared.

“Our agents have been really impressed by Shelf’s search functionality. They have the ability to see each time a search term appears in a document, and when they click on a “hit” it takes them to the exact place in the document where the search term appears. That’s not something we’ve seen from anyone else in the market. This has led to an estimated 35% improvement in retrieval time.”

The Story

Cambium Assessments, a leading behavioral and social science research company based in Washington, DC and recognized as one of the best in the world, covers everything from talent management to employment equality, to education to human & organizational performance.

Their contact center team supports a robust suite of products and services for their client base—including local and regional governments in over 32 states. During peak season, their 350 Tier 1, 2, and 3 agents are tasked with quickly providing clients with accurate information on a wide range of state-specific topics. Because the range of possible questions from clients is far too great, answers are too specific to be consolidated into bite-sized, canned responses. Therefore, content is always being added or updated for agents to gather the information they need.

Their previous homegrown knowledge management system was in use for nearly a decade, and over time it ran into a number of limitations that created a cascading effect of inefficiencies.

Scaling the solution cross the company was quick and seamless. “Shelf allowed us to easily scale the solution. Internally, the shared libraries, SSO integrations, and other admin tools make adoption easy.”

With Knowledge Automation in place, Tempoe has been able to focus on growth, by providing more ways for customers to help themselves find answers. 

    • A team of 6 help desk managers had to process thousands of lengthy documents and turn them into knowledge articles to make them more searchable.
    • The team had to deal with 7,000+ change requests per year; each requiring them to recreate a knowledge article in its entirety.
    • IAs a result, the help desk team responsible for administering the system spent more than 700 hours per year processing content, in an effort to provide agents with an acceptable search experience.

Finding Answers with a Broken Search

Before implementing Shelf, up to 50% of calls could not be handled with a simple search. Agents were required to play detective and continually try different search terms.

Agents would be lucky if they found something the first time. It usually took them 3 attempts to locate the answer and they were spending roughly 4 minutes searching on each call.”

– Christohper Taylor , Project Manager of Contact Center Solutions

Knowledge Automation Transformation

Shelf’s Knowledge Automation solution powers Cambium’s contact center with AI-powered search across all their knowledge. Rather than memorizing or testing different keywords, agents can find exact locations of search terms across all their documentation. Now, each agent finds what they need in their first search.

Christohper Taylor explains, “Our agents have been really impressed by Shelf’s search functionality. They have the ability to see each time a search term appears in a document, and when they click on a “hit” it takes them to the exact place in the document where the search term appears. That’s not something we’ve seen from anyone else in the market. This has led to an estimated 35% improvement in retrieval time.”

Knowledge Automation has also eliminated 30 hours of content management time per month, because the team no longer needs to go through the entire process of creating new articles each time knowledge needs to be entered. Instead, they upload documents into Shelf’s content publication workflow, instantly transforming each into discoverable content. If multiple admins need to approve before publishing, Shelf manages tasks and notifications to ensure review is complete. Now, admins no longer worry if agents are working with outdated information, because content is easily kept up to date.

The payoff of implementing Shelf has been really impactful. Instead of agents getting stuck, wasting time sorting through folders or asking other agents for help, they just use Shelf’s search. Agents now get the exact phrase and context of answers that were previously buried deep inside of large documents.”

– Director of User Experience

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