Today’s consumers demand relevant, personalized information in virtually every daily interaction.
As a result, knowledge management is more important than ever.
Knowledge management is now a critical enabler of many tools, channels
and interfaces, and AI is a key driver of this trend. With artificial
intelligence, organizations can automate knowledge creation,
consumption and improvement. We are moving from a world of Knowledge
Management to one of Knowledge Automation.
What’s the Difference Between Knowledge Management and Knowledge Automation?
The primary functions of knowledge management all benefit from the
power of artificial intelligence. Take a look at how AI transforms
these key capabilities from traditional knowledge management to the new
breed of knowledge automation:
Organize knowledge to best fit demand. Format information into
discoverable, consumable knowledge for each interaction type and
Deliver the best information to fit the context of interest, scope of channel and actions taken by the user.
Improve and update content as needs, interests and information changes.
Knowledge Management: Categorizes information through manual
tagging and content authoring. It relies on humans to update as time,
expertise and resources permit. Content objects are static and
Knowledge Automation: AI auto-categorizes content through rich
cognitive models. Machine learning continuously and automatically
improves relevance as more data and interactions occur. Training or
deep analysis of the domain to identify its makeup are not
necessary. Pulling knowledge together and putting it into context
becomes easier and faster.
Deliver the Best Information
Knowledge Management: A search tool finds matches to terms and
variations in the index. Users sift and filter further through
categories and content to identify best information. Static rules
and scripts are built to enable each contextual knowledge delivery
scenario, based on tags and terms to trigger and frame relevant
knowledge requests. Relies on effective manual tagging of
information to scope results.
Knowledge Automation: Leverages deeper content modeling to create a
continuous fit of the requests to responses. The full set of user
interactions and context (identity, history, current activities, etc.)
can be intelligently processed to define the knowledge need. Knowledge
results can be tailored to each channel, interface and
interaction. AI and ML assess best need dynamically, processing a
request the same way a human brain answers a question. What you’re
doing frames what you want. Knowledge appears as you work, as you
Improve and Update Content
Knowledge Management: Content experts manually review searches and
document views to determine which documents and questions are most
important. Individual feedback is gathered and read to identify
knowledge gaps and improvements.
Knowledge Automation: Machine learning analyzes input streams and
content usage to identify content gaps and improvement opportunities.
This learning can drive automated improvements in what content is
presented – or predicted – based on common actions. Actionable,
statistically driven reports can speed and improve decision making on
what content to update.
These new knowledge automation capabilities both widen and deepen how
knowledge can be organized, delivered and optimized. As a result,
knowledge delivery can be tailored and targeted to the context of the
moment and evolve continuously in automated ways based on how it is
used. Knowledge can now be captured and profiled more automatically,
leveraging deeper models of meaning. This represents the
beginning of the new era of Knowledge Automation.
call center requirements checklist provides 10 essentials for
evaluating potential call center partners. We know how time consuming
and how tedious the process can be to find the best call center for
your business, so we’ve made it simple for you. This call center
requirements checklist includes points to consider and help guide the
Before you can even get started speaking with call centers, it’s
important to understand why you’re looking to a call center partner to
begin with. The clearer you are about your objectives, expectations,
and desired outcomes, the easier it will be to weed out those who are
not top contenders.
Checklist #1: Define The Basics
Before you even begin the search, have a good sense of what you
need, or want prior to meeting with and interviewing call centers. Are
you looking for a partner to support your outbound sales or inbound
customer service? What does staffing look like for days and hours
worked? Will you need emails answered, staffing to support online chats
or texts? It’s also helpful to have a foundation of understanding of
your KPI’s (key performance indicators) and what the preliminary goals for call center will be.
Checklist #2: Size Matters
The overall size of your business, and the business you’re looking
to use a call center for has a direct impact on the size of call
centers you should consider. A partner that is too small may not be
able to offer the support with growth or not be as nimble as needed,
while a vendor that is too large may not offer the support and personal
attention that your business deserves. The size of the call center
should fit proportionally with the size of your business.
Checklist #3: Scalability
As your business grows, your needs change. It is essential for a
call center partner to be able to scale with you. If you experience
sudden spikes in your business, a call center is the perfect solution
to help balance out your workload. Make sure that the vendor you select
can accommodate your expected growth and grow with you.
Ask to sit with agents and listen to calls. This will give you a chance
to see how they interact with other clients they work with and would
likely represent your brand. It also provides a moment for you to speak
with the agents and see how they carry themselves. It is also
acceptable to ask to meet the individuals that will be leading the team
in the day-to-day, such as supervisors or team leaders.
Checklist #5: Training
How comprehensive is the call center’s training program? What do
they train on and how is it facilitated? Is there continuous skills
and/or customer service training offered that helps level up the
knowledge of the team? Well-trained employees are essential to a call center’s performance and to the overall success of your individual business.
Checklist #6: Technology
. One of the many great advantages of using a call center
partner is you’ll gain access to some of the very best technology in
the business. A vendor that has invested in leading industry technology
certainly makes a strong partner. You’ll also want to consider if it is
important to have the call center integrate with your CRM or other
technologies that you use to help manage your customers.
Checklist #7: Reporting
What are the reporting requirements
that are essential for you to have insight into how the call center is
performing? Some companies only provide basic summaries of how many
calls they made or received in a given time period, while others
provide greater detail which helps provide further insight into the
daily performance. Ask to see samples of reports and if they can make
customizations for you, if needed.
Checklist #8: Performance
Has the call center had a history of great performance for the clients
they work with? Choose a partner that consistently performs and are
able to adapt in situations should something goes wrong. Hiring the
right call center is just like hiring any other employee for your
business. Do your due diligence. Ask for references. A call center that
is well established will have other customers that can attest to their
performance and overall company.
Checklist #9: Compliance
In general, the technologies and processes with a call center partner
should both fit your business needs and any regulatory standards as a
company. A reputable call center will have a robust process to ensure all compliance regulations are met as governed by the telemarketing industry.
Checklist #10: Cost
It is obvious that you will want to select the vendor with the highest performance at the lowest price. However, pricing models vary
in the call center industry. When comparing estimates and pricing
between vendors, you’ll want to make sure you’re using an apples to
apples comparison. When it comes down to it, at the end of the day,
when all of the numbers have been analyzed, what is your ‘gut’ telling
you? Do you feel like you can form a solid partnership with the call
center? Do they have the right leadership and management
in place to help your business achieve its objectives? If so, it’s a
great sign! Consider starting with a small concept test to determine if
your assessment was accurate.
Hottman is an Operations Manager and Brand Evangelist for Quality
Contact Solutions. Megan’s experience includes working as an outbound
telemarketing manager for a Fortune 100 company for many years. Megan
has been both a client and an employee of QCS, so she knows first-hand
the quality, productivity and passion the team brings to work on a
daily basis. As Brand Evangelist, Megan is a freelance contributor to
our website. You can reach Megan at https://www.linkedin.com/in/meganehottman
December, a question was raised by a NACC member regarding the legal
requirements of obtaining consent prior to sending a text message to a
prospect or customer. As is our usual practice, we sent an
inquiry to the membership asking those who support text as a customer
channel if they had obtained customer consent before sending texts to
The answers to our inquiry were unanimous. All responding members
said that they did obtain customer consent before sending texts
although some also explained that if the customer provided them with
their mobile phone number as a contact method, consent to text was
implied. Another member respondent also said that when they send
text messages, they only use manual telephone dialing technology to
ensure compliance with the Telephone Consumer Protection Act (TCPA).
The mention of the TCPA sparked an interest on my part to see exactly
what the TCPA does say about texting as a customer channel.
Enacted in 1991, the TCPA originally regulated the use of automatic
telephone dialing systems and artificial or prerecorded voice messages
to consumers. The law was extended and clarified in 2015 to
include rules for new technologies such as text messaging.
The Federal Communications Commission (FCC), which oversees the TCPA,
received more than 4 billion complaints from consumers about unwanted
calls and texts in 2016. These complaints often led to litigation
and fines for non-compliance with TCPA regulations.
According to the TCPA, prior express written consent must be obtained
from a customer before a business can send them text messages. On
top of that, customers must receive a clear and conspicuous disclosure
that he or she will receive text messages from a business and must
designate a phone number at which the customer can be reached.
The customer must also have a right to opt-out and revoke consent
through any reasonable method, including by phone call, at any time.
Another NACC member who responded to my inquiry had a simple solution
to the challenges of text messaging customers. This member, who
said they text hundreds of customers each month, uses a third-party
vendor to handle all of their customer texting requirements. The
vendor ensures regulatory compliance, manages opt-in and opt-out
requests, and provides encrypted cloud-based secure texting.
According to the member, this has “taken all the pain out of secure
texting” and is allowing the member to replace much of their e-mail
volume with text messages.
The bottom line is, customer consent must be obtained before a business
can send them a text message, and it sounds like the easiest way to
manage a customer texting program is to outsource it.
In This Issue...
AI & The Future Of Knowledge Management
Use This Call Center Requirements Checklist To Find The Right Partner
Compliance, Consent & SMS/Texting
"If you find it in your heart to care for somebody else, you will have succeeded."
~ Maya Angelou
NACC has been burning
the midnight oil and typing until our fingers are sore to bring out
reports to our members. Each is listed below. If you are interested to
see what we are writing about, click on the links
below and download the executive summary of each. If you like
what you see, join the NACC so that you can view these reports and
others that will be coming out soon on our website. These reports will
ensure that you know the latest trends in the industry.