OKR template to streamline publication of support agent knowledge articles
The OKR in question aims to streamline the publication of support agent knowledge articles. The first objective is to conduct training sessions to hone article drafting skills for 90% of agents. This would require identification of key skills agents need to improve upon, the development of a training curriculum focusing on these areas, and time scheduling to conduct these sessions.
The second objective is to trim down the knowledge article approval process time by 30%. The initiatives proposed to achieve this include introducing automation tools that would give immediate notifications to approvers, providing clear guidelines for article submission, and organizing regular training sessions for article approvers.
The third objective hinges on the implementation of a user-friendly interface that could potentially decrease article submission errors by 50%. Initiatives towards this end include evaluating the current interface for potential user errors, subsequently developing a more convenient interface design, and integrating and testing this new design.
By achieving these objectives, the OKR aims to enhance the efficiency and productivity of support agents by fermenting improved drafting skills, a faster approval process, and an error-reducing new interface.
The second objective is to trim down the knowledge article approval process time by 30%. The initiatives proposed to achieve this include introducing automation tools that would give immediate notifications to approvers, providing clear guidelines for article submission, and organizing regular training sessions for article approvers.
The third objective hinges on the implementation of a user-friendly interface that could potentially decrease article submission errors by 50%. Initiatives towards this end include evaluating the current interface for potential user errors, subsequently developing a more convenient interface design, and integrating and testing this new design.
By achieving these objectives, the OKR aims to enhance the efficiency and productivity of support agents by fermenting improved drafting skills, a faster approval process, and an error-reducing new interface.
Streamline publication of support agent knowledge articles
Conduct training sessions to improve article drafting skills for 90% of agents
Identify specific drafting skills agents need improvement in- Develop curriculum for training sessions focusing on those skills
- Schedule, coordinate and conduct the training sessions
- Reduce knowledge article approval process time by 30%
- Implement automation tools for immediate notifications to approvers
- Provide clear guidelines for article submission
- Organize regular training for article approvers
- Implement a user-friendly interface, decreasing article submission errors by 50%
- Integrate and test the new interface design
- Evaluate current interface for potential user errors
- Develop easy-to-use interface design