Stonly CX Knowledge Manager Playbook

“We’re moving away from static content for agent learning efficiency.  I want something agile that gives our trainers more flexibility in how they  deliver, what they use,  and when they use it.”

Marjorie EtterGlobal Training, Knowledge  & Change Management Leader

“Incorporating knowledge into key support metrics, like handle time, is important to getting leadership buy-in and obtaining more resources to improve our KM strategy.”

Olivia OverstreetContent Lead

“With so many daily changes,  we manage by focusing on the knowledge agents need for their day-to-day work. We don’t want to overwhelm ourselves by documenting everything.”

Jelena StosicHead of Knowledge Management - Customer Support

“This year, we aim to work more with our agents worldwide and better understand their internal communication challenges and needs.”

Fabrizio VenaContent and Communications Manager

“We’re trying to solve two problems employees have: 1. Information overload and 2. Simplifying access to the right information.”

Christianne BeasleyPrincipal, Knowledge Management

“Knowledge is everybody's responsibility. We want to create a culture where sharing feedback is the norm because it helps us ensure everything is up-to-date and correct.”

Clare SantosDirector, Knowledge & Quality, Customer Experience

“While knowledge bases have always been important, it's better if agents and customers have access to knowledge directly in their work environments.”

Katarzyna WagnerGlobal Knowledge Management Lead

“AI has helped us shift our focus from simple tickets to tackling more complex issues while continuing to deliver  exceptional customer experiences.”

Anna Udziela-MachaTechnical Support Lead

“We launched our AI chatbot and saw huge increases in containment rate and user satisfaction—doubling our previous numbers.  We're just scratching the surface.”

Sarah RegnerSenior Manager, Operations  & Business Systems

“We spun up a knowledge council that not only brings people and processes together but also generates a community  of ownership over our  knowledge program,  which will help with departmental buy-in.”

Nicole DufresneSenior Support Operations Manager

“With the high volume of sentiment analysis survey responses and membership feedback data we get,  it behooves us to have AI technology.”

Milika FreelandOperations and Data Analytics Executive

“Being a knowledge manager isn't just about writing and organizing content. KM is a support strategy that requires top-down buy-in from customer support managers. Frontline agents need to understand that this is a part of their workflow on every interaction.”

Evan PitonzoManager, Knowledge Management

“We’re moving away from static content for agent learning efficiency.  I want something agile that gives our trainers more flexibility in how they  deliver, what they use,  and when they use it.”

Marjorie EtterGlobal Training, Knowledge  & Change Management Leader

“Incorporating knowledge into key support metrics, like handle time, is important to getting leadership buy-in and obtaining more resources to improve our KM strategy.”

Olivia OverstreetContent Lead

“With so many daily changes,  we manage by focusing on the knowledge agents need for their day-to-day work. We don’t want to overwhelm ourselves by documenting everything.”

Jelena StosicHead of Knowledge Management - Customer Support

“This year, we aim to work more with our agents worldwide and better understand their internal communication challenges and needs.”

Fabrizio VenaContent and Communications Manager

“We’re trying to solve two problems employees have: 1. Information overload and 2. Simplifying access to the right information.”

Christianne BeasleyPrincipal, Knowledge Management

“Knowledge is everybody's responsibility. We want to create a culture where sharing feedback is the norm because it helps us ensure everything is up-to-date and correct.”

Clare SantosDirector, Knowledge & Quality, Customer Experience

“While knowledge bases have always been important, it's better if agents and customers have access to knowledge directly in their work environments.”

Katarzyna WagnerGlobal Knowledge Management Lead

“AI has helped us shift our focus from simple tickets to tackling more complex issues while continuing to deliver  exceptional customer experiences.”

Anna Udziela-MachaTechnical Support Lead

“We launched our AI chatbot and saw huge increases in containment rate and user satisfaction—doubling our previous numbers.  We're just scratching the surface.”

Sarah RegnerSenior Manager, Operations  & Business Systems

“We spun up a knowledge council that not only brings people and processes together but also generates a community  of ownership over our  knowledge program,  which will help with departmental buy-in.”

Nicole DufresneSenior Support Operations Manager

“With the high volume of sentiment analysis survey responses and membership feedback data we get,  it behooves us to have AI technology.”

Milika FreelandOperations and Data Analytics Executive

“Being a knowledge manager isn't just about writing and organizing content. KM is a support strategy that requires top-down buy-in from customer support managers. Frontline agents need to understand that this is a part of their workflow on every interaction.”

Evan PitonzoManager, Knowledge Management

“We’re moving away from static content for agent learning efficiency.  I want something agile that gives our trainers more flexibility in how they  deliver, what they use,  and when they use it.”

Marjorie EtterGlobal Training, Knowledge  & Change Management Leader

“Incorporating knowledge into key support metrics, like handle time, is important to getting leadership buy-in and obtaining more resources to improve our KM strategy.”

Olivia OverstreetContent Lead

“With so many daily changes,  we manage by focusing on the knowledge agents need for their day-to-day work. We don’t want to overwhelm ourselves by documenting everything.”

Jelena StosicHead of Knowledge Management - Customer Support

“This year, we aim to work more with our agents worldwide and better understand their internal communication challenges and needs.”

Fabrizio VenaContent and Communications Manager

“We’re trying to solve two problems employees have: 1. Information overload and 2. Simplifying access to the right information.”

Christianne BeasleyPrincipal, Knowledge Management

“Knowledge is everybody's responsibility. We want to create a culture where sharing feedback is the norm because it helps us ensure everything is up-to-date and correct.”

Clare SantosDirector, Knowledge & Quality, Customer Experience

“While knowledge bases have always been important, it's better if agents and customers have access to knowledge directly in their work environments.”

Katarzyna WagnerGlobal Knowledge Management Lead

“AI has helped us shift our focus from simple tickets to tackling more complex issues while continuing to deliver  exceptional customer experiences.”

Anna Udziela-MachaTechnical Support Lead

“We launched our AI chatbot and saw huge increases in containment rate and user satisfaction—doubling our previous numbers.  We're just scratching the surface.”

Sarah RegnerSenior Manager, Operations  & Business Systems

“We spun up a knowledge council that not only brings people and processes together but also generates a community  of ownership over our  knowledge program,  which will help with departmental buy-in.”

Nicole DufresneSenior Support Operations Manager

“With the high volume of sentiment analysis survey responses and membership feedback data we get,  it behooves us to have AI technology.”

Milika FreelandOperations and Data Analytics Executive

“Being a knowledge manager isn't just about writing and organizing content. KM is a support strategy that requires top-down buy-in from customer support managers. Frontline agents need to understand that this is a part of their workflow on every interaction.”

Evan PitonzoManager, Knowledge Management

Prepare for the Future of Customer Support

Transform your knowledge management strategy

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