Over the next few weeks I will examine several industries in which knowledge management (KM) is making an impact. I will take a brief look at Customer Service Centers, Research Institutions, Talent Management, Legal Institutions and the Military. In this blog post I will take a look at what’s happening with KM as it pertains to Customer Service Centers.
Customer Service Centers are looking to leverage their knowledge assets, KM processes and tools in order to get knowledge to the customer service rep to convey to the customer or directly to the customer in a timely manner. The KM concepts of collaboration through live chat, content management and search as well as KM workflows and expertise locators to enable the “right” resources to solve customer problems are being deployed.
Used properly, knowledge assets with the proper KM tools will enable the customer service centers to not only answer customer questions and solve problems but also increase sales and customer satisfaction through an improved customer experience. KM being leveraged at Customer Service Centers achieve the following:
Lower service cost by reducing repeat calls, call handling/resolution times, and brings down the cost of agent training
Better Quality of Service, Customers are more likely to receive the right answers faster
Consistency in service, with the right KM processes, procedures and tools in place KM ensures that customers with the same question receive the same response, regardless of agent as well as interaction channel or mode
Speaking of tools, some of the tools being utilized for KM in Customer Service Centers include salesforce.com, Kana, and SharePoint. In considering the use of these tools organizations must understand first their knowledge management strategy, how such tools fit within the KM strategy as well as their specific requirements for using one or more of these tools. Keep in mind that if multiple tools are being used to deliver on the KM Strategy your organization should look at ways to integrate the tools in order to deliver consistency in response and service to the customer.
For those organizations leveraging KM or want to utilize KM as part of your Customer Service Center solution I want to hear from you. I look forward to knowing more about what is happening at your Customer Service Centers.
Labels: Customer Service Center, Kana, KM in Customer Service Centers, KM Strategy, KM Tools, Knowledge Management, SalesForce.com, SharePoint