An often overlooked discipline, Knowledge Management is a holistic process that looks to structure, collate, order, distribute and effectively share knowledge across an organization. Think of it as a form of information curation - what is valuable, how should it be codified, who uses it, how should it be shaped for each user, how do you keep it fresh, what should you publish (and where) ?
We have many years of experience working with brands on formulating and delivering knowledge management strategies.
Knowledge can take many forms, from the explicit / tangible information in every business, through implicit / intangible (information that needs structuring and ordering) to tacit knowledge within your teams. All of this needs to be handled in a common way, structured appropriately and shared in the correct form to anyone that needs to use it. Typically these users may be customer care teams, the end user, marketing teams, sales environments. All need the information, all need to trust it, all consume it in potentially different ways.
We can offer a number of methods to help brands with the knowledge management challenge;
1) Define and roll out a knowledge strategy
2) Analyze and optimize an existing knowledge environment
3) Implement a new knowledge environment on behalf of a brand
4) Offer an outsourced Managed Knowledge service
Benefits of Managed Knowledge
Customer does not have to be trained in the knowledge systems
Customer does not have to assign someone to manage knowledge
Content is tuned to the specific needs of the customer and the consumer of the information
Content is always fresh
Customer does not have to concern themselves over what knowledge is relevant
Old content is archived and does not clutter the system
Lowers consumer frustration as knowledge is readily available
Lowers AHT, Lowers FCR
Lowers time-to-competency for new agents
Lowers call center training costs
Rich source of data for call center & other business decisions
Informs other omni-channel strategies
Can form an overall approach to an end-to-end Knowledge Management Strategy
Helps create a knowledge culture