Episode 10 - Unifying Knowledge Center Content with Scott Abel
Did you know that more people would rather clean a toilet than call customer support? Due to this, combined with the fact that employing a customer support team during a recession is an expensive luxury, many companies are opting to close down their support teams. Instead, they’re shifting their focus to developing knowledge-center content, where customers can find their own answers to their questions. However, does this turn meet all customer needs? How can you make the best knowledge center possible? Are there benefits in maintaining customer support teams?
Join Kevin as he interviews his longtime friend and content industry veteran Scott Abel. They discuss different forms of content that can be housed in knowledge centers, the different purposes that content can be used for, and the changes to knowledge-center content caused by the recent pandemic. They also discuss how personalization can be utilized for that content and how the knowledge centers fit within the entirety of the customer experience.
Known as "The Content Wrangler," Scott Abel is a content strategist who helps companies improve how they author, maintain and deliver information to those needing it. He's co-authored "Intelligent Content: A Primer" and "The Language of Content Strategy" and creator of the Content Strategy Series of books from XML Press. In addition, Scott hosts the most popular content-focused webinar show on BrightTALK, attracting tens of thousands of viewers annually. Scott co-produces several events including the annual Information Development World, Technical Documentation RoundUp, and Content Intelligence conferences, and is a presenter at content industry conferences including Intelligent Content Conference (an event he co-founded and later sold to Content Marketing Institute), Content Marketing World, Localization World (North America, Europe, Asia), Content Strategy Applied, and Society for Technical Communication Summit. His blog, TheContentWrangler.com, is a popular destination for communication pros seeking information about content management strategy and related topics.
Scott’s Info:
Scott’s Linkedin: https://www.linkedin.com/in/scottabel/
Scott’s Twitter: twitter.com/scottabel
Scott’s Blog: thecontentwrangler.com
Kevin's Info:
Kevin's Website and Blog: https://bit.ly/3in284l
Kevin's Twitter: https://bit.ly/3jhscNG
Kevin's Linkedin: https://bit.ly/3xn9SHG
AvenueCX Website: https://bit.ly/3lsSFdR
