X Ideas to Improve Knowledge Management in the Contact Centre

10 Ideas to Improve Knowledge Management in the Contact Center

The core of a company’s success depends on the knowledge management system they’ve integrated for customer service.

The knowledge that is dispersed across numerous divisions is unavailable in various files and formats, and it does not represent knowledge unless it is distilled into actionable insight.

This problem is solved by a knowledge management system, which organizes information and makes it relevant and practical.

47% of companies that have a KMS report increased sales.


Why do we need a KMS system?

  • Employees will be more innovative and successful owing to a faster access to information and knowledge.
  • Accessibility to the correct knowledge, in the appropriate format, at the right time allows for better inference.
  • Cooperation with the entire organization to access the viewpoints of various business units.
  • Enabling business procedures that are more simplified
  • Enhanced quality service provides an optimal product and purchase experience.


10 ways to Improve Knowledge Management in Contact Center

According to Deloitte Global, revenue growth will remain over 30% because of investments in KMS from 2021 to 2025 as businesses shift to the cloud to save money, improve agility, and drive innovation. 

But how will we reach that percentage is still a question not answered.

So, let’s see the Top-10 customer service metrics that are shown below, along with how upcoming knowledge management for businesses can assist improve them:


1. Handling time on average

A solid Knowledge Management solution functions as a guidebook for agents, allowing them to manage all customer calls easily and confidently. Agents can rapidly locate the right solutions to consumer questions because they have all information at their fingertips.

This enhances resolution quality and cuts average handle time (AHT) for consumer calls in the call center.


2. Streamlining your workflows

Enterprise KMS aids in the creation of standards, formats, and templates for the capture of vital data. This streamlines processes and cuts down on the time and effort required to create content, all while ensuring a consistent level of quality throughout the organization. 

Knowledge management is heavily reliant on quickly sharing existing information. Employees can rely on the expertise of others in their own problem-solving process, allowing them to complete jobs more quickly.


3. Set a comprehensive understanding of the goal of knowledge management

The goal of knowledge should be to meet what consumers want, as seen in the diagram below, which shows how customer expectations/desires can be met by merging operational and knowledge management, regardless of the customer’s preferred channel.

So, if an organization is self-serving, a client may go to the website or an app and see the same information that a contact center agent would look for, or that a chatbot would look for.

According to Peter Massey, knowledge serves clarity and the objective of integrating consumer wants with operational design aids organizations in understanding what it is and how it can be used effectively.


4. Minimizing Expenditure on Communication

The emphasis on KMS solutions gives an edge on the cognitive development of humans as per the sharing of new information making it fast and feasible. 

Employees do not require more assistance if they can retrieve and comprehend existing knowledge. Long meetings and several email exchanges with specialists are eliminated.


5. Acceleration of Projects and Increased Productivity

Knowledge management is primarily concerned with the generation, distribution, and consumption of knowledge inside a company. Enterprise knowledge management software shortens and enhances the cycle.

Teams spend less time on mundane chores and considerably more time on knowledge application, resulting in higher customer value.


6. Sourcing proper Analytics

The crucial and necessary item you should put into your knowledge management system is analytics. A dashboard based on analytics will make your KMS easier to use and make content strategy convenient for a system that is reliant on people contributing.

When properly implemented, analytics may work as a force multiplier, using the data you currently have and paving the way to apply the insights it provides.


7. Personalization that allows for on-demand knowledge

Workers and management will use your knowledge management system for a variety of purposes, and everyone has their own priorities for obtaining information.

The further your system can be customized to match their individual requirements, the better.


8. Gathering and organizing data

The knowledge that must be recorded must first be identified. Through the analysis of support requests and discussions with internal support teams, an organization can determine what information its employees are seeking.

Digital analytics data and social media monitoring can be used as additional sources for an external KMS.


9. Building a Collaborative Platform

By integrating with the business suit, the KMS delivers a unified work experience. 

Based on the business segment and the industry requirements of the business, they should plan for a relevant third-party connection such as communication and opinion poll tools.


10. Overall Cyclical Improvement

Evaluating how your various teams use your KMS can provide a lot of value. For starters, you can observe which tools and resources they use the most, indicating that these resources should be as reliable and/or efficient as feasible. 

Furthermore, you will be able to detect and eliminate any redundancies or inefficiencies in your KMS because of this (and related processes, as well).

The way your consumers interact with your KMS might reveal information about their requirements and expectations, as well as your team’s capacity to meet them.


Kapture’s KMS- An improved way for the future

Knowledge management provides dozens of new advantages that have a direct impact on your employees’ and customers’ experiences. 

Kapture’s KMS is a cloud-based knowledge management system that assists your business in digitally evolving and improving your knowledge management system to guarantee it satisfies everyone’s needs now and in the future.

Kapture’s One Suite makes everything simple yet powerful. So, go give it a go and see the change yourself.


About the Author

Nimit Kumar
Raajdeep Saha

Content Writer

Raajdeep Saha is a published poet and writer. He previously worked as a marketing executive and a creative writer for a product-based company and therefore holds technical knowledge in the marketing and advertising domain. He has worked on several blogs, ad copies, transcripts and is now contributing the same at Kapture CRM.
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