Knowledge base articles provide complete, accurate, up to date information, which reduces the risk of customers needing to call back because their issue is not fully resolved. 1. Because of this, agents are unlikely to know the answers and will rely heavily on a knowledge base to find information. The company noted: “Adoption amongst employees has been fantastic. It’s one of the biggest advantages of knowledge management. Two heads are better than one. KOSOVO - XK So how does knowledge management reduce escalations? Handle issues faster and more consistently without sacrificing quality. Empowering staff with collective knowledge – all staff know more than they personally know 13. Knowledge management uses AI and natural language understanding to make it easy for customers or agents to find the answer they need. Ways of doing so include community discussion forums, training events, “ask the expert” systems, recorded presentations, white papers, podcasts, and blogs. When businesses provide an effective knowledge sharing platform, they can tap into the synergies that exist among not just two, but all of their employees. In that case, you would love the advantages of a well-structured, easy-to-use knowledge management system. Employees’ combined knowledge is your organization’s most valuable asset. The result of knowledge sharing and knowledge management, as you can see from the benefits discussed above, is a more effective, better-educated workforce. If we don't learn from our mistakes, we will experience them over and over again. In large organizations, there are people with widely-varying capabilities and backgrounds, and there should be a benefit from this. The potential advantages of effective knowledge management are … Making it easy to find relevant information and resources. It also allows individuals to stimulate innovation and the cultural changes needed to evolve the … When there are experts who have skills that are in short supply, they are usually in great demand. Also, the younger workforce is accustomed to looking up information rather than memorizing and will rely heavily on a knowledge base to find answers for customers. Knowledge management can help your agents find and share the information needed to answer both customer inquiries and questions they may have themselves. Speed of execution is another important differentiator among competitors. DevOps and ITSM – the Perception of Different, Adobe Flash End of Life – Managing Change and Keeping Secure, 5 Benefits to IT Departments from Cross-Functional Collaboration, The Win(d)s of Change Management – Part 1, Getting Started with ITIL? For example, BMW set out to identify a single source of knowledge for staff and customers alike, across all its touchpoints. BMW implemented Knowledge Management to store and recall information in the same way the human brain thinks. Danielle Agass is the Content Marketing Manager at Easygenerator and has been writing ever since she could pick up a pencil. It provides precisely the foundation you are looking for. In competitive situations, it is important to be able to differentiate yourself from other firms. 1. 14. Knowledge management enables companies to capture, organize and leverage that knowledge to the greatest possible benefit. When members of your organization have figured out how to solve a common problem, know how to deliver a recurring service, or have invented a new product, you want that same solution, service, and product to be replicated as much as possible. All other things being equal, the company that can deliver sooner will win. The art, or science, of the organizational capability known as “knowledge management” is already over two decades old.

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