Articles

E Source Forum presentation summary: Speeding up customer service through content strategy

  • ByTeam CSI
  • |
  • Nov 16 2018
Categories: |News |Events
E Source Forum presentation summary: Speeding up customer service through content strategy

How improving customer experience in a knowledge centre saves costs

Our senior content strategist Blaine Kyllo joined Ken Bell, BC Hydro‘s Manager of Business Innovation and Operations Customer Service, on stage in September. The two shared how a content strategy aimed at BC Hydro’s front-line agents reduced call time and cuts cost for the utility company.

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We’re co-presenting with BC Hydro at the 2018 E Source Forum

  • ByTeam CSI
  • |
  • Sep 20 2018
Categories: |News |Events

Event details

Event name: E Source Forum 2018

Location: Denver, CO

Dates: September 25 – 28, 2018

Presenting: Speeding up front-line customer service: Improving the content and experience for agents reduces call time and cuts cost

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Process to the people: How governance can power content teams [Slides]

  • ByTeam CSI
  • |
  • Nov 20 2017
Categories: |News |Events
Process to the people: How governance can power content teams [Slides]

Content process models

Content leaders know how important it is to manage content through its lifecycle. If you’re on the ball and your content team is streamlined and efficient, you’ll do this by articulating content processes to make sure that everyone involved, from stakeholders to subject matter experts to content creators, has a shared understanding of the work being done.

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Case study

TELUS Customer support

Governance

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Case study

Adoptive Families Association of BC

Website content strategy

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