Knowledge articles, templates and quality reviews

Skills you'll practise

• Check that a knowledge article or template fits the customer's situation before using it, and personalize it
• Flag or fix an article that is wrong, unclear or out of date when you use it
• Write an article with the issue in the customer's words, the environment, the resolution and, where known, the cause
• Score a contact against a quality scorecard and calculate the result
• Explain why calibration and evidence-based feedback matter in quality reviews

Course outline

1. 1.Knowledge articles, templates and quality reviewsVideo · 2 min
2. 2.Using articles and templates wellLesson · 15 min
3. 3.Writing an article others can findLesson · 12 min
4. 4.Quality reviews, scorecards and calibrationLesson · 18 min
5. 5.Knowledge articles, templates and quality reviews: knowledge checkKnowledge check · 16 questions
6. 6.Knowledge articles, templates and quality reviews: practical exerciseKnowledge check · 1 question
7. 7.Final exam10 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Consortium for Service Innovation: KCS v6 Practices Guide, the Solve Loop
• Consortium for Service Innovation: KCS Technique 4.1, Reuse is Review
• Consortium for Service Innovation: KCS Technique 5.1, KCS Article Structure
• ISO 18295-1:2017 Customer contact centres: Part 1: Requirements for customer contact centres
• General customer service and field service practice (starter content; needs subject review)