Biographical Information

Articles by Kelly Koelliker

Understand. Anticipate. Improve. How Cognitive Computing Is Revolutionizing Knowledge Management

For decades, organizations have tried to unlock the collective knowledge contained within their people and systems. And the challenge is getting harder, since every year, massive amounts of additional information are created for people to share. We've reached a point at which individuals are unable consume, understand, or even find half the information that is available to them.

Knowledge, Knowledge Everywhere: 10 Places to Be Sure to Use Knowledge Management

Knowledge management (KM) offers a wealth of reliable information on a variety of topics. But if the knowledge you need isn't right at your fingertips, right in the moment, then KM can become yet another application to toggle to in the midst of your other activities. To maximize the value of KM, whether using it on-premises or in the cloud, be sure you've set it up to work alongside these other critical customer service applications, so that you can reap the greatest benefit.

The Keys to Intelligent Search: Simplify, Modernize, Automate

In today's busy world, information is critical. Customers and employees rely on immediate access to the right information at the right time. However, the abundance of data within an organization means that finding this needle in the haystack is no easy task. Here are three tips to help ensure your approach to search provides the intelligence needed to keep up with the demands of your users.

Optimized Case Management: Automated, Agile, Adaptive and Across Channels

Case management can be one of the most challenging aspects of customer service. Cases are often complex, long running and involve multiple participants. The quality of your case management solution can affect a wide variety of your customer service metrics, including efficiency, customer and employee satisfaction, and compliance…

ABCs for Optimizing Your Knowledge Base

A knowledge management system can have tremendous benefits for your employees—providing them consistent, accurate answers to a variety of complex issues and questions, and helping them work more efficiently and effectively. But knowledge bases can be effective only if they contain the right information. For many organizations, determining what knowledge to add to the knowledge base is a big challenge…

Empowering Your Mobile Workforce Using Knowledge Management

As the workforce trends towards a gig economy—where younger generations may hold several different jobs, such as consulting, blogging and more contract-based work—organizations are challenged with managing and equipping their workforce with the proper knowledge to get the job done. Because employees may not work directly for an organization or may be remote, it is often hard for them to access the knowledge and answers they need, making the case for a strong knowledge base…

Top 10 Best Practices for Intelligent Search

Many search solutions are available today, and it may seem that they are all the same. But often, organizations aren't using them to their full capacity to optimize search, especially when it comes to internal search tools for employees and contact center agents…

Six Best Practices for Enhancing Customer and Employee Experience with Knowledge Management

Today, nearly every organization professes its commitment to delivering outstanding customer experiences. But achieving that goal can be very difficult, especially since customers use so many different channels and devices. As the hub for customer interactions, contact centers often feel the brunt of this challenge and are expected to continually improve the quality and efficiency of service interactions…

Maximize Business Agility with
Cloud-Based Knowledge Management

In today's business environment, the only constant is change. New products are released with increasing frequency, and at times, greater complexity. Emerging social channels have changed the way customers want to communicate with each other, and with you. And expectations for exceptional service make the customer service experience more critical than ever…

Knowledge Management in the Age of Social Content

With the growing popularity of online communities, curated content, the wis­dom of the crowd and other social trends, organizations may wonder if formal knowledge management should still play a part in future customer service plans. Although social content is an important innovation that can add value to your overall customer support landscape, for­mal knowledge management is still vital and offers several benefits that extend beyond these more informal content sources…

Enabling Today’s Mobile Workforce

The need to hire and retain qualified workers is growing steadily more intense—and so is the pressure on your organization to develop and deploy a practical mobile workforce strategy. Whether you're a small start-up, a multinational corporation, or a government agency, the chances are your employees expect to carry out their jobs with at least some of the flexibility they enjoy as consumers. Are you ready?

Scaling the Multichannel Mountain

There's been a lot of talk lately about the importance of multichannel service. Not only must you provide every avenue of service to your customers, but each channel must also offer consistent answers and seamless transition from one channel to the next. If a customer starts a chat with you, then sends a tweet, then picks up the phone, you must link these interactions together into one continuous journey. While we describe the necessity of these capabilities, the reality is that most organizations are not close to this level of service. The scope of work required to achieve this multichannel utopia can be overwhelming. To help you get started, here are three tips to tackle the mountain of work in a practical way so you can get started today. . . .

A Positive Experience at Every Touch Point

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . .

The Knowledgebase of the Future

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . .

Ten Signs Your Search Engine's Stalling

"If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we've seen how agents search for answers. And actually, we're very impressed by what some agents do to compensate for the insufficiencies of their KM tools. . ."

Ten Signs Your Search Engine's Stalling

If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we've seen how agents search for answers. And actually, we're very impressed by what some agents do to compensate for the insufficiencies of their KM tools. Unfortunately, these acrobatics are a sure sign that your search engine is stalling—a direct path to inconsistent service. . . .