Customer Engagement

Knowledge Management Takes Employees from Helpless to Helpful

iStock-883644922_frustrated male agent_resizedWe’ve all heard the term omnichannel by now—and it isn’t going anywhere. Offering all communication channels within a unified solution is still a key element to the customer experience.

However, in a world where digital meets humanization, it is important to find the balance.

Organizations need to think about taking one step further to help ensure they are providing complete, consistent and contextual experiences—and to make sure agents have the right tools at their fingertips once the interaction begins. That’s where knowledge management solutions step in.

Let’s explore a few key areas below where knowledge management can help enhance the customer and employee experience.   

Channel Proliferation: As customers communicate with organizations on a growing number of channels, it’s critical to supply a single source of the truth, so that employees can provide consistent answers to customer questions across phone, email, chat, SMS and social media. Having a central knowledge base accessible across channels eliminates information silos that can lead to different answers for the same question.

Self-Service: The majority of customers prefer to find answers to questions on their own. More than two thirds (68%) said organizations need to make it easier for them to resolve a query without having to call someone or go in-store. Given there is no employee involved in these transactions to provide answers, an easy-to-navigate knowledge base is essential to give customers a place to search for answers on their computers, mobile devices, or through voice self-service.

Issue Complexity: One side effect of the popularity of self-service is that the issues that do arrive in the contact center tend to be the most difficult and complex. Because of this, agents are unlikely to know the answers and will rely heavily on a knowledge base to find information—which can contain millions of articles across a wide variety of topics. Even agents that have never taken a certain type of call can usually resolve the issue with confidence.

Employee Engagement: It’s important to provide the tools for employees to feel engaged, do their jobs well, and feel confident and motivated in their work. A comprehensive knowledge base is a very useful tool that empowers employees and enables them to answer a broad range of customer questions, even on topics they may not have encountered before.

Having a knowledge management program in place can help your organization take omnichannel service to the next level, providing potential benefits including reduced handle time, improved compliance, as well as improved customer retention and employee engagement.


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