Call Center Wiki Knowledgebase - ACN, Inc.

October 2009 to April 2010

ACN operates a call center with three tiers of agents responding to different kinds of calls. The Wiki/Knowledge Base Redesign, supported ACN's Service Delivery Organization / call center. It began with analysis on legacy call center documentation, including process mapping, documentation review, facilitated interviews and contextual inquiry/observation. During the redesign and roll out of the wiki knowledge base, I worked closely with a small team and produced a variety of deliverables including content templates, workflows, taxonomies, and reporting to executives. 

• Customer call flow

• Representative call flow

• KB Call resolution template

• KB Troubleshooting template

• WIKI Improvements Implementation Overview

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