Share the Knowledge
with Knowledge Management
Knowledge Management systems can transfer tips and tricks from one employee to several. Here’s how it works in the service industry
Whether you work with customer service reps or field techs, one thing is for sure - there are those who are experts and those who aren’t. The problem is putting the knowledge of the experts into the hands of the non-experts and retaining this “expert knowledge” in the face of employee turnover. This is where knowledge management comes in.
Knowledge management (KM) can share the knowledge of your experts with the rest of your workforce by intelligently accessing a database of knowledge. Some might compare this to doing an Internet search on Yahoo! or Google, but they would be wrong. KM picks up where Internet search leaves off - aiding users in finding the exact answer to their question.
In the service industry, for example, a field tech might ask a question like “how do I repair XX part on model number XXXX?”. If this question were typed into a search engine, it would most likely return many results. However, when typed into a KM system, the system will intelligently assess its available data and ask the user questions based on this data. The user’s responses to these questions will help the system narrow the results, eventually bringing them the exact answer they are seeking.
“The main benefit to having knowledge management systems in place is the intelligence the systems provide and the dialog they make possible, which aids the user in finding the right answer quickly and easily,” said Bob Tatemichi, chief operating officer for Kaidara Software, a Knowledge Management systems provider and Metrix partner. “Without this intelligence, the user would have to wade though hundreds, if not thousands, of results brought back by a keyword search, with no guarantee they will find the answer.”
KM can be particularly useful in the service industry and used in many different ways. Here are few examples of the most popular uses of KM within the service industry:
KM for Field Service
Many complex products that field techs service need customized documentation and shared expertise of past problem/solution scenarios. KM for field service can provide this by having a “dialog” with the field tech. Once the tech asks the KM system a question the dialog starts with the system asking the tech questions based on data stored in its database. This eventually produces a short list of recommendations, all on the tech’s handheld device or laptop.
KM for the Contact Center
High staff turnover is a problem in many contact centers. This change in employee status can mean you lose the knowledge a rep has gained while working for you - unless this knowledge is captured in the KM system. KM in the contact center will provide all levels of reps with the knowledge the experts have solved with past problems. This reduces training requirements and escalations to more experienced agents/engineers. If the situation calls for it, reps that solve customer problems on the fly can add that solution right into the KM making it available for all to view. The key is that all reps can use the same KM and retrieve and re-use solutions to solve your customers’ issues.
Self-Service KM for Your Customers
The use of KM isn’t limited to your internal staff. Many service organizations allow customers to assess and solve their own problems via a Web self-service portal, powered by a KM system. These systems follow the same dialog format and can reduce calls to your contact center as well as unnecessary field tech visits. This automated solution will improve your productivity and decrease your costs, while giving your customers the convenience of solving their problems on your Web site versus calling you.
“Since the service industry is in the business of providing service, the benefits Knowledge Management provides can’t be overlooked,” said Tatemichi. “There are so many ways it can help a service company better satisfy their customers and save money there really is no reason they shouldn’t have it deployed and in use regularly.”