Yes, it is important to build a knowledge base to help increase first call resolution, provide consistent answers and stop your team from reinventing the solution every time the same type of call is received by the call center or IT help desk. A great knowledge base software tool should also have exceptional Real-time Reports. You should be able to generate the following Real-time Reports about your knowledge base and employees to lead your organization.
- In ten seconds or less, can you determine which employees are generating knowledge records and at a very granular level can you determine if this knowledge is solving problems?
- In ten seconds or less, can you determine what categories of knowledge employees and customers need?
- In ten seconds or less, can you determine the quality of knowledge by user ratings and how often knowledge records were used to solve problems?
- In ten seconds or less, can you determine if an increase in knowledge records is causing an associated increase in First Contact Resolution?
Does your firm provide valuable incentives to reward employees for building and maintaining a high quality knowledge base? People need to know that you can measure their contributions and differentiate between employees on the help desk or in the call center. If you provide some valuable incentives to motive people and you can measure the value/quality of knowledge over time...just watch your high performers..they will seek to impress and help you build an outstanding knowledge base.
Let everybody know about the incentives that are available. Think iPods, iPhones, digital camcorders and cameras or some of the bling on display at http://www.ubergizmo.com/15/archives/bling/ It will actually be cool to work on the help desk or in customer service.
Here is a White Paper with more detail. https://www.givainc.com/white-papers/customer-service-best-practices.htm