Knowledge Management

What is Knowledge Management?

Knowledge management is basically about receiving the right knowledge to the right person at the right time. Knowledge management (KM) is the method of receiving, improving, distributing, and efficiently using organizational knowledge. It refers as a mufti-disciplined approach to attain organizational goals by most excellent use of knowledge.

Benefits of Knowledge Management

The key benefit of knowledge management is that information can be easily shared between staff members and that knowledge will not be lost if someone goes on vacation, gets sick or leaves the organization.

As we know the ideas can be shared easily, knowledge management may also increase creativity and help to create better customer relationships. And if the organization has a global team then knowledge management can generate more powerful workforce ,when all of those different cultures are brought together to share assets.

Knowledge management gives staff members the knowledge they require to do their jobs better than before. This creates them more productive.

What is Knowledge Management Systems?

A Knowledge Management System (KMS) is an automated (generally IT based) system planned to support the formation, storage, and distribution of information. Such a system includes a central repository of information that is well prepared and employs a variety of valuable and easy to use seek tools that users can apply to find answers to questions rapidly.

Knowledge Management Systems importance:

One of the most challenges of managing a contact center is making sure that customers are receiving reliable, correct, and timely information. KMS are developed to assist contact center operators meet up this challenge. By having answers to normally asked questions in a central repository negotiators or customers can seek and regain the correct answers quickly and constantly. The concept of create one time and use by many -employed in the knowledge management process significantly enhances operating effectiveness of contact centers and also decreases costs. Other tangible benefits contain:

• Greater reliability and exactness of information to customers

• Improved conducting and replying times

• Enlarged customer satisfaction

• Decreased contact dimension (when executed as a self-service tool)

• Decreased time of training and expenditure for new representatives

• More efficient feedback from users on the basis of quality and effectiveness of the knowledge.

A KMS can provide full reporting to help contact center managers to always evaluate and manage the quality and usefulness of the knowledge and efficiency of their team.