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: