Proven KM Strategies
Five Best Practices That Ensure
Knowledge Management Success
Managers should be looking at broader trends and desired business outcomes as their starting point for content creation. For example, a desired business outcome may be to reduce average handle time. Managers then need to put specific goals on activities like content creation, but map those goals to business outcomes. Similarly, participation rates need to be evaluated for each staff member. Finally, these goals need to be made part of employees’ performance reviews.
5. Think long term. Knowledge management can’t be viewed as a one-time project with a discrete beginning and end. While any initiative is made up of disparate projects, knowledge management needs to be viewed as something larger... something permanent. Organizations need to be involved in knowledge management for the long haul, and this needs to be reinforced from the top down and across the organization. Every team member needs to understand, "Knowledge management is part of who we are and what we do."
Building a long-term knowledge management strategy will underscore the organization’s commitment to customer satisfaction and can be marketed as a competitive differentiator. The resulting improvements in customer service and reduced costs will pay dividends far beyond the cost of the technology.
Knowledge management initiatives have been proven to deliver a range of significant benefits to customer support organizations, including increasing staff efficiencies, delivering cost savings, improving customer satisfaction and much more. By focusing on a few key best practices, your organization can optimize the benefits of a well-thought-out knowledge management initiative and start enjoying the benefits of this technology sooner rather than later.
InQuira is a leading provider of intelligent knowledge solutions that connect people to the answers they need.
InQuira provides enterprise knowledge solutions for Web self-service, contact center support and knowledge intranets, built from a single technology platform that makes it possible for companies to provide a consistent customer service experience across Web, phone and community channels. For additional information, visit http://www.InQuira.com.