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Knowledge Management: How Do I Know I’m Doing It Right?

Knowledge management has come of age. Organizations in every area of the marketplace are building and leveraging knowledge tools to help empower their customers, their employees and their business. The business value in reducing training costs, driving self help, infusing service interactions with knowledge, and defining measurable business outcomes is abundantly clear.Smart_Moments_image_resized

These are benefits all savvy ‘knowledge-centered’ organizations aspire to. But how do you know if you’re doing it right? What signposts, activities or changes should you expect to see that indicate knowledge is truly empowering your business?

Let’s examine each of these components of value and consider where we can identify clear and powerful positive behaviors:

Reducing training and ramp-up time through knowledge access:

Increased customer self-help:

Process-infused knowledge:

Measurable business outcomes:

Considered together, these indicators of a knowledge-centered environment are signposts of evolution. They form mutually supporting activities that help reinforce and expand the usage and value of knowledge. As service reps commit to the knowledge base, they teach others common usage, further reducing time to expertise.

As self-help evolves, the value of customer-focused knowledge becomes clear and explicit. As knowledge merges into the context of all service interactions, the paths to answers become tighter and more consistent. And, perhaps most importantly, clear knowledge usage measures create a solid foundation of information from which to base effective action and improvement.

Ultimately these tips point to more than benefits—they show a way of life where knowledge and service impact and optimize each other.

Could your organization use these knowledge management benefits? Digital disruption is forcing organizations to be more focused and responsive to the needs of both customers and employees than ever before. Moving quickly to address new customer service imperatives, Seriously Smart Organizations—the ones starting to take digital disruption seriously—are leveraging knowledge management to help unite information and experience. Learn more.

The post Knowledge Management: How Do I Know I’m Doing It Right? appeared first on Customer Experience Management Blog.

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