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Ideally, it enables more experienced employees (which we can refer to as “subject matter experts” or “SMEs”) to record and share their knowledge with other employees. However, the difference with knowledge management is that it creates a structured, effective environment for optimally capturing and spreading useful knowledge.

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A comprehensive knowledge base is a very useful tool so that employees feel empowered to answer a broad range of customer questions, even on topics that they may not have encountered before. As mentioned in my first post on this topic, in order to sell knowledge management to your stakeholders, you first need to become a KM expert yourself. That’s because the knowledge comes directly from the real-life experience of employees.

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Since there is no employee involved in these transactions to provide answers, an easy to navigate knowledge base is essential to give customers a place to search for answers on their computer or mobile device.

1. This subtitle is very deliberate – i.e. How can we get information that is targeted, useful, and timely without drowning in a sea of email, having to visit hundreds of web sites, or reading through tons of printed material?

This translates to the company being able to focus more on skills training.

Maximum use of scarce people types and their knowledge 11. But do you really know what it is? Through the use of tools such as communities, expertise locators, and repositories, the full power of a large enterprise can be exploited. Book a personal onboarding program together with dedicated success managers to ensure your team gets the most out of Easygenerator. 11.

Just as the recycling of materials is good for the environment, reuse is good for organizations because it minimizes rework, prevents problems, saves time, and accelerates progress.

We all know we have benefited from knowledge passed down to us from our more experienced colleagues. The company noted: “Adoption amongst employees has been fantastic. Consistently applying proven practices can significantly improve any company’s results.

Communicating important information widely and quickly.

We all need information to do our jobs effectively, but we also suffer from information overload from an increasing variety of sources.

The majority of customers prefer to find answers to questions on their own. © Copyright Quick Content Limited. 17.

7. In the case of knowledge management, organizations save money when they enable employees to create and share knowledge through a knowledge management system. This allows employees to learn how things are done, leads to predictable and high-quality results, and enables large organizations to be consistent in how work is performed. For example, BMW set out to identify a single source of knowledge for staff and customers alike, across all its touchpoints.

For more ways to help your agents reduce costs while improving CX, check out our page dedicated to helping you save money.

This allows employees to learn how things are done, leads to predictable and high-quality results, and enables large organizations to be consistent in how work is performed.

By delivering relevant information at the time of need through structure, search, subscription, syndication, and support, a knowledge management environment can provide the basis for making good decisions. Your employees are struggling to answer new customer questions about COVID-19 without the resources they would normally access.

Empowering your agents with fast answers and a 360-degree view of the customer can help you solve customer issues faster.

Sky Deutschland improved first contact resolution by 8% by implementing knowledge management.

Because of this, agents are unlikely to know the answers and will rely heavily on a knowledge base to find information. A Brit by birth, she moved to the Netherlands in 2018 with her husband and their cat, Ron.

The result of knowledge sharing and knowledge management, as you can see from the benefits discussed above, is a more effective, better-educated workforce.

Knowing what others know can be very helpful at a time of need, since you learn from their experience and apply it to your current requirements. Equiniti implemented Knowledge Management to develop a more consumer-centric service. Almost everyone today is an information worker, either completely or partially. Quite an informative list of benefits of knowledge management for IT service desk.. Good read!

As already mentioned, knowledge management as a corporate capability is nothing new – having been initially fashionable at the end of the last century.

mentioning knowledge exploitation and not knowledge management – because the power of knowledge is aligned to its use, and exploitation, not to its management. 9. By leveraging knowledge management in self-service websites, customers won’t need to reach out to your agents if they can easily find the information they need about COVID-19.

Everyone is looking for shorter handle time – customers are happy to get answers quickly, and organizations get the cost savings they require. Providing a platform for improvement. Greater consistency of operations and outcomes 7. IAG implemented knowledge management and other tools to enable customers to access information and transact business online. What are the key issues in knowledge management?

Lost productivity is minimized – from finding answers/solutions more quickly to the minimization of downtime (in an IT context) 3. Knowledge management can help your agents find and share the information needed to answer both customer inquiries and questions they may have themselves. Ideally, it enables more experienced employees (which we can refer to as “ subject matter experts ” or “SMEs”) to record and share their knowledge with other employees.

Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). By providing a process for creating, storing, communicating, and using standard processes and procedures, employees will be able to use them routinely.

“…Verint Knowledge Management puts the right information at CSDs’ fingertips as they need it, enabling them to focus on the customer, rather than searching for information.

… As an organization grows, the increasing size is only a benefit if it can use the knowledge of all of its employees. Knowledge management enables companies to capture, organize and leverage that knowledge to the greatest possible benefit. In order to do so, we must have a culture of trust, openness, and reward for willingness to talk about what we have done wrong.

And managing that asset effectively is one of the critical conditions for success. This is particularly valuable in high-turnover areas, such as sales and customer service. Making it easy to find relevant information and resources.

If you achieve this and many of the other 14 benefits enabled by knowledge management, you should be able to achieve growth. If standard processes and procedures have been defined, they should always be followed. How a KM program is governed is key to success. It gives genuine purpose to their work.”.

That gives employees access to knowledge from wherever they are. Through the use of tools such as communities, expertise locators, and repositories, the full intellectual power of a large enterprise can be exploited.

It can also be continually updated as those conditions change, so it is far more agile and responsive than past training methods, which may have taken months to update. 13.

By establishing a process for defining, communicating, and replicating proven practices, an enterprise takes advantage of what it learns about solving problems.

Greater awareness of “the important things” 14. In reality, knowledge sharing has been taking place in the business world for as long as people have been working together. Quicker problem solving and opportunity assessment 10. And prior to this, knowledge management was subsumed within the more-limited number of IT service delivery and support processes of ITIL v2. This is true across all corporate business functions but it’s especially relevant for IT organizations, and their service desks, that are becoming increasingly reliant upon knowledge.

Reduced duplication of effort and “wheel reinvention” thanks to knowledge reuse 5. Click here to begin harnessing the powers of knowledge management. Knowledge management can also help ensure the answers agents access are consistent, up to date, and easily accessible.

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