Six KM best practices to enhance customer service

Knowledge Management Best Practices

Best practices for knowledge management

• Align the organization for success.

  Gain executive leadership support upfront and follow project management best practices in definition and execution.

• Design a framework for knowledge management.

  Determine who will be using the knowledgebase and the most effective way to organize content to make it findable and usable.

• Create and maintain relevant content.

  Identify sources of knowledge and identify new content to be authored and existing content to be migrated into the knowledgebase. Allow content to be ranked and rated.

• Empower customers with usable content.

  Optimize Web self-service to allow customers to find the information on their terms. This increases their overall satisfaction while also deflecting inquiries from your contact center, helping to manage costs.

• Focus on the agent experience.

  Optimize agent knowledge to realize reduced handle times, increased accuracy of case resolution, increased consistency of responses and reduction in training times.

• Continually improve knowledge management practices.

  Use reports and feedback to evolve content in line with changes to products and services. Ensure that the knowledge program stays adequately staffed to support periodic maintenance activities.

Next practices

• Dig deep into customer satisfaction scores.

  Collect feedback from knowledgebase users to understand the strengths and weaknesses of your knowledge programs. Look for ways to deliver knowledge proactively to your users within the context of where they spend their time.

• Begin a continuous improvement strategy aroundknowledge management.

  Lay out short-term and long-term improvement goals for your knowledge. Tie knowledge management activities to company KPIs. Execute on your plan and, at every  step, measure your success. Source: Forrester