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Knowledge Management

Aug 6

Knowledge Management for a Contact Center

Knowledge management has been helping many organization to achieve higher efficiency and productivity for many years. It is especially important in a contact center.

When a customer calls, contact center agents rely heavily on knowledge base to answer customer questions. Not having knowledge management in place can jeopardize the quality of customer service in a contact center.

The biggest hurdles to providing high quality customer service is lack of contact center knowledge and inconsistency of answers across different channels of contact as well as inability of self-service help center to deliver information needed by customers. The solution to these hurdles is is the unified multiple channels knowledge management.

These are the main reasons why knowledge management is crucial component in service organizations:

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Jul 31

Ten tips to unlock the knowledge-ready advantage

Effective Knowledge Management (KM) is very important for an organization, especially for a service organization who has customer support to answer phone calls and chats. KM drives performance and innovation. It can help companies solve critical problems.

Here are 10 tips to optimize knowledge management in your organization.

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Feb 28

12 Steps in Knowledge Management

User centered design is important for successful knowledge management. This design can also be called design thinking. Design thinking can help with process architecture, tools, and a knowledge sharing culture. These are important points for knowledge management improvement:

1. The emphasis on emotion and empathy of user would have a great impact, focus on experimentation and testing before scaling and confidence even in the face of uncertainty. Thus, buy-in for KM initiatives increases when adequate empathy has been shown to employees concerns and if participatory design elements have been used to come up with the knowledge management architecture and processes.

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Jul 30

Successful Knowledge Management

Knowledge Management (KM) main goal is to improve the internal processes of the organization so that it operates better, faster, cheaper, safer or cleaner.

It is important to create KM strategy. KM strategy is about ensuring that KM processes are as good as they can be throughout the organization.

Regardless of what industry your organization operates in, it is likely that you are concerned about operational efficiency and effectiveness, which means that operational excellence is a cornerstone of your KM strategy.

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Jan 23

Five Trends of Knowledge Management

Many issues affect knowledge management. The five most important are big data, cybersecurity, mobility, social analytics, and customer engagement.

The availability of big data has opened many options for understanding everything from customer preferences to medical outcomes.

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