Success Story

Global Media Organization Trusts RightAnswers for Ultimate Contact Center Transformation

Taking an organization from local to global requires an elevated approach to knowledge management. For this organization, RightAnswers is the solution.

Learn how this global media organization future-proofed knowledge management to supercharge agent productivity.

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The Challenge

The larger an organization expands, the more knowledge it needs to better service its customers. Faced with rising customer expectations and the evolution of technology, including AI and the COPE (Create Once Publish Everywhere) model, this global media and technology organization saw its complex, outdated knowledge management system struggle to support its contact centers. With 23,000 licensed agents viewing 200,000 articles daily and plans for further expansion, knowledge fragmentation led to high attrition and inconsistent agent performance. This organization knew it needed a way to streamline its knowledge management in a way that enabled workforce optimization for its agents. A lack of search functionality and access to relevant content reinforced the need for a truly transformative approach.

The Solution

RightAnswers delivered a modern, AI-powered knowledge management platform, seamlessly integrating with the organization’s ITSM and CRM tools. Stakeholders leveraged KCS™ Certified experts to embed best practices, enabling agents to create and update knowledge as part of daily customer interactions. The flexible API, smart workflows, and advanced search engine connected agents to fresh, relevant content wherever it existed. This scalable, tailored solution future-proofed knowledge delivery, streamlined search, and fostered a collaborative culture.

The Results

The transformation produced impactful results:

Improved NPS score, rising from –20 to +39, signaling a dramatic leap in customer experience.
Search accuracy increased by10x, enabling agents to resolve issues more quickly and confidently.
Higher adoption of knowledge tools resulted in enhanced workflow, reduced unnecessary content, and significant operational savings.
Customized, precise knowledge management is now shaping every agent’s workday, supporting rapid growth and tech innovation at scale.