Why Knowledge Management Systems are mission-critical
It's one thing to answer the phone in a call centre or office environment but having the right information at the right time delivered by a Knowledge Management system will completely change your business.
A Knowledge Management System can also be referred to a Knowledge Management Platform, Knowledge Management Software or KMS but it's all the same thing. According to the latest industry survey, 50% of contact centres in Australia have now invested in a KMS and in addition to contact centres, KMS are increasingly being used by offices, hospitals, banks and so on - anywhere there is a large amount of information that needs to be accessed to help manage customers both internally and externally.
With specific regards to the contact centre, with the complexity of calls increasing, as well as the scrutiny of the information provided, empowering your agents with the right answers, at the right time is critical to your customer experience and to drive compliance.
So what is a Knowledge Management System?
A quick explanation is that it provides a single source of truth for all your knowledge in an organisation and then it delivers that information, with context, to someone in your business. From the contact centre, digital channels (including bots and AI platforms), front office, back office and so on, a KMS will ensure your business information is delivered with maximum efficiency and effectiveness.
You can learn a lot more from our CX Central article: Everything you need to know about Knowledge Management Systems but one key thing to note - having an intranet site or Microsoft Sharepoint is not the same thing as having a Knowledge Management System.
Benefits of a Knowledge Management System?
There is a very strong Return on Investment (ROI) for implementing a Knowledge Management Platform with benefits including:
- Reducing your Average Handling Time
- Reducing induction periods
- Improving compliance
- Improving customer service (less rework, callbacks etc)
- Higher customer satisfaction (equals increased customer retention, more sales etc)
With little to no set-up costs and fully hosted in the cloud, a KMS system is completely scalable to flex with your business without the usual headaches of relying on IT departments and expensive hardware.
The solution providers below can either help you with the technology, the implementation, training etc to fast-track your Knowledge Management System implementation.
Simply contact the providers below who would be happy to provide you with a free demonstration or if you'd like some free advice on selecting the right Knowledge Management vendors for your business, call us on 03 9008 7287 or send us a message for a no-obligation discussion.