Knowledge Management is hard
As a part of the modern omnichannel customer support world, Knowledge Management is essential. However, all too often the deployment in contact centers is seen as an afterthought and consequently ends up with multiple problems, frustrations and (worst still) negative impact on the customer.
In a recent blog that I wrote for Call Centre Helper magazine, I outlined 10 knowledge management mistakes that are common in Contact Centers across the globe.
In summary, I describe the following mistakes;
Seeing technology as the only solution.
Recruiting a Knowledge Manager in isolation of other efforts.
Blaming the Contact Center.
Filling a Knowledgebase with countless FAQs.
Not taking into account the needs of the users.
Failing to consider what the data is telling you.
Not planning your data structure well.
Forgetting about the needs of the whole organization.
Letting relevant knowledge die, and irrelevant knowledge thrive.
Writing clearly, concisely and appropriately to your target audience.
In addition to the mistakes that are so often made, I describe 5 broad ways to tackle some of these issues;
Pre-planning and ecosystem design
Using data to your advantage
Curate, curate, curate
Embedding Knowledge into an overall digital support strategy
To read the full article, head on over to Call Centre Helper and have a read.
If you have any specific challenges with designing, planning, deploying or operating knowledge management in your digital service environment, then we'd love to talk.