Here are some things we learned about introducing and maintaining a usable knowledge management system.
- A knowledge management system is not a “roll out and walk away” project
Most knowledge management system implementations fail because the management team treat it as a one-stop project which is launched and then forgotten about. Maintaining a usable knowledge management system is an ongoing job and a continuous process that individuals should expect to assign at least once (if not two or three) full-time employees to. This process is significant for the growth and expansion of the organization. Firms that have a weak culture experience the lack of initiative taken by its employees regarding the addition of value to the knowledge management system.
- Simple navigation will brand the system as the easiest source of information
Forcing your agents to use the knowledge management system won’t work, especially if they don’t trust it to be correct or haven’t used one before. The trick is to make it easier to use than asking the person next to them. Simple navigation and help tools will help agents to access the necessary information without putting customers on hold- or pestering their neighbor.
- Recruit your knowledge management team internally
In this world of extreme level outsourcing and offshoring activities, companies need to realize the potential and importance of knowledge management systems so that their decisions are not solely taken by keeping the financial aspects into consideration. While it can be tempting to bring a knowledge management expert who has managed a system in their previous role, it can be far more beneficial to recruit your new team internally. By recruiting your team straight from the front line, you can be confident your new knowledge management system will tackle the real issues surrounding live customer calls.
This inside information can also help to ensure all information is presented in the clearest and most logical way.
- Team leaders should defer all questions back to the system
Your team leaders will play a key role in nurturing a culture of trust between agents and the knowledge management system. Responses such as “Let’s see what the knowledge management system says?” can help agents accept the knowledge management system as the source of information in your contact center.
While we see, MNCs and large companies spending a wholesome of their budget on developing knowledge management systems, small businesses lack the structure primarily because of lacking funds but also flexible company policies that don’t support the long-term existence of a knowledge management system.