Customer Experience Knowledge Management

The classic one-line definition of Knowledge Management was offered up by Tom Davenport early on (Davenport, 1994): “Knowledge Management is the process of capturing, distributing, and effectively using knowledge.” 4 years on the Gartner Group expanded on this, stating; “Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets”

So why is KM so important? Fortune 500 companies lose at least $31.5 billion a year by failing to share knowledge. In the book ‘Critical Knowledge Transfer’, a survey highlighted that 53% of respondents claimed the knowledge-related costs of losing key employees could reach almost $300,000. This alone outlines the importance of storing not only your organisations knowledge in a controlled platform, but the knowledge held by your most experienced staff, so that when they move on it is not lost and now accessible to the next agent who joins your team. 

Additionally, the benefits of a modern knowledge management solution include improvements to customer experience as your newly acquired technology ties into your cx strategy. The reduce of risk, complaints, and more compliant call resolutions. Agents are now more engaged by the ability to find the correct answers quicky and therefore more efficient with their time. The business now has the same controlled knowledge distributed and accessible through each department and channel that your customers choose to connect with you leading to consistent answers, less wait times and less transfers. 

Implementing a system like livepro, we adapt to your workflows and are integrable with your existing systems including Zendesk, Salesforce, NICE, Genesys Cloud, Slack & WordPress – with the option for single sign on and single application use. Click Here, to learn more about livepro Integrations.