Your organization holds an enormous amount of information. Sharing, using, and managing this information can help achieve many organizational objectives. This is where a Verint Knowledge Management system comes in.
When implemented correctly, a knowledge management system enables an organization to harness this information and use it as a powerful tool. A tool that can make your business more productive, increase ROI, and provide better customer service to your clients.
In this post, we’ll take a closer look at the benefits knowledge management provides, as well as the challenges faced when implementing a system such as this. Finally, we’ll take a sneak peek into the future of knowledge management systems and how they can change your business for the better.
What are the Benefits of Knowledge Management Systems?
Many organizations have a knowledge management system in place. The problem is that not enough employees are using it. To get the most out of a knowledge management system and see your ROI, an organization needs to promote adoption.
So, how do you get employees to adopt the process? Well, it comes down to creating a solid knowledge management system -i.e., how quickly an employee can use it to find what they’re looking for.
Taking things a step further, many of our knowledge management systems are integrated to suggest knowledge – rather than employees having to go and look for it.
We call this the knowledge-infused process. Here, we are making knowledge instantly accessible by suggesting articles based on what the agent might be doing – without them having to go to another window, page, or system. This way, the agent can focus on customer experience rather than frantically searching for information while the customer is on the line.
What are the Challenges of Setting Up a Knowledge Management System?
The biggest challenge we face with implementing a knowledge management system is when clients struggle to make their information easily consumable. Of course, we will always advise our customers on several best practices when creating a knowledge database. However, these best practices need to be put into action.
Often companies think that they have a collection of existing documentation that can easily be used. When, in fact, these documents are complex and not easily digestible. And agents are expected to study, retain, and present reams of complex information while on a call to a customer.
For the most part, these documents are often loaded with information, actions, and processes. Understandably, it takes some time and effort to break up this information into consumable, task-oriented pieces of knowledge.
But, once it’s done, it becomes an incredibly powerful tool. In essence, a company is building these core assets that will be used and reused and, of course, be hugely beneficial. So, the effort is very, very worth it.
In order to get the most out of knowledge management systems, organizations have to realize that they need a team that will develop this content. When companies partner with us, we will strongly reiterate that this is an extremely important factor when adopting a successful knowledge management system.
Here are a few ways that organizations can help make their information as easily digestible as possible:
- Stick to Single Tasks: Try to keep articles to a single task and avoid mixing various tasks into one article.
- Use Decision Trees: If there are steps to be followed in sequence, use a guided search or a decision tree and break it down. This way, rather than presenting many options, the agent just needs to follow one step at a time.
- Keep it Brief and Remove Clutter: If there is an extensive article with a lot of content, screenshots, and information, it’s hard for someone to quickly read through while on a call. Some tools let you expand and contract knowledge so that employees don’t need to see the clutter and can decide what they want to look at.
What is the Future of Knowledge Management Systems?
Unsurprisingly, the evolution of knowledge management and its integration will continue to impact businesses and humanity overall. Because of the multiple channels involved, the phase of knowledge management is also changing. Think chatbots and voicebots. The more employees and bots in an organization, the more people (and bots!) will be feeding off this important knowledge.
So, the interoperability of knowledge across all these different moving parts will become even more essential. Therefore, it’s crucial to have a robust API framework so that this knowledge can be plugged into these different solutions. AI (in the cognitive capabilities of understanding what someone is trying to express and search for) is having a massive impact across various industries. And this is especially the case in the self-service area.
Traditionally, people will go to a self-service site and will have some options to search for information. Imagine if there was a powerful search engine available right on the website? This way, customers can find out exactly what they need, without having to speak to anyone. By building an extensive knowledge base, organizations are enriching the customer experience fivefold.
Trusted Knowledge Management Solutions
At SPAR Solutions, we can provide you with integrated knowledge management systems for your organization. Over the years, we’ve successfully implemented numerous knowledge management solutions for a number of Fortune 500 companies.
SPAR Solutions is a leading partner in knowledge management implementation and transformation with a track record of 100% success in project delivery and customer satisfaction. Let us take your business to the next level.