Why Call Centre 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 delivered by a knowledge management system at the right time will completely change your business.

In fact, in the Australian 2024 Contact Centre Best Practice Report, 80% of Senior Leaders said a purpose-built Knowledge Management System was very important to the running of the contact centre.

A Knowledge Management System can also be referred to as a Knowledge Management Platform, Knowledge Management Software or KMS, but it's all the same thing. 

According to the latest industry survey in 2024, over 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 regard to the contact centre, with the complexity of calls increasing and the scrutiny of the information provided, empowering your agents with the right answers at the right time is critical to your customer experience and driving compliance. 

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.

A KMS will ensure that your business information is delivered with maximum efficiency and effectiveness, from the contact centre to digital channels (including bots and AI platforms), the front office, the back office, and so on. 

Key Features of a Knowledge Management System in a Call Centre include: 

Centralised Information Repository:  Stores all relevant knowledge, such as product details, service procedures, and company policies, in one accessible location.

Search Functionality:  Provides powerful search tools that allow agents to quickly find the information they need, often with keyword searches, filters, and categorisation.

Content Management:  Enables easy updating and maintenance of knowledge articles to ensure that the information is current and accurate.

Personalisation:  Offers tailored content based on the agent’s role, the type of customer inquiry, or other contextual factors to streamline the information retrieval process.

Integration with CRM and Other Tools:  Integrates with Customer Relationship Management (CRM) systems and other call centre tools to provide seamless access to customer information alongside knowledge resources.

Analytics and Reporting:  Tracks usage of knowledge resources and provides insights into which articles are most helpful, enabling continuous improvement of the knowledge base.

Multi-Channel Support:  Provides knowledge resources across various customer service channels, including phone, chat, email, and social media, ensuring consistency in responses.

Learn more about Knowledge Management Systems, including key drivers, benefits, comparisons to Sharepoint and lots more.  

Benefits of a Knowledge Management System

There is a very strong Return on Investment (ROI) for implementing a Knowledge Management Platform in your call centre with benefits including:

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. 

Benefits include:

Search Knowledge Management System Suppliers

If you're in the market for a Knowledge Management System for your Australian contact centre, contact the suppliers below directly for a demonstration and pricing.

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