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.
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.