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.

Read more

Discovery for intranet content strategy

  • ByTeam CSI
  • |
  • Nov 5 2018
Categories: |Toolbox
Topics: |intranets |How-to
Discovery for intranet content strategy Photo by David Travis on Unsplash

Intranet content strategy initiatives: Common themes

We’ve done several intranet content strategy projects recently and, although every project is unique, we’ve come across some common themes. With this in mind, there are questions to ask and things to watch for that are particular to intranet content strategy discovery activities.We’ve done several intranet content strategy projects recently and, although every project is unique, we’ve come across some common themes. With this in mind, there are questions to ask and things to watch for that are particular to intranet content strategy discovery activities.

Read more

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

Read more
Case study

TELUS Customer support

Governance

View our work
Case study

Adoptive Families Association of BC

Website content strategy

View our work

Looking for content help? We'd love to work with you.

Get in touch