KNOWLEDGE MANAGEMENT
BY MARK PEREIRA
ILLUSTRATION PROVIDED BY ADOBE IMAGES
TAPPING THE POWER OF KNOWLEDGE- PART 2
HOW TO USE KM TO EMPOWER AGENTS AND ELEVATE CX.
In today ' s fast-paced call and contact center environment, information is abundant, but knowledge isn ' t always readily available when needed. Every interaction, ticket, and internal conversation holds valuable insights to improve customer experience( CX), reduce handle time, and empower agents. Yet, too often, that knowledge stays locked in emails, tribal memory, or disconnected systems.
That ' s where knowledge management( KM) and knowledge management systems( KMS) come in. In Part 1, I covered purpose, structure, and metrics, while Part 2, in this issue, focuses on KM readiness, governance, selection, upgrading, and setup.
18 CONTACT CENTER PIPELINE
A KMS IS A TEAM EFFORT
During one of my routine quality assurance( QA) days, I reviewed a call that immediately caught my attention. A member contacted us asking for the subrogation department ' s email address and fax number: a fairly common request.
... EVEN THE BEST KNOWLEDGE SYSTEM DOESN ' T ADD VALUE UNLESS AGENTS KNOW HOW- AND WHEN- TO USE IT.