Wish to strengthen Knowledge management?

To start with, are you aware that, knowledge management for customer service has always been a difficult proposition?  It’s

not that knowledge management fails to work; it does its job well, as proven by the numerous case studies that showcase real returns on investment as well as the maturity of vendor solutions. The historical difficulty with KM is that many users of this technology do one of the following:
  • They don’t understand the difference between knowledge management and content management, and invest in the wrong technology;
  • They view knowledge bases as heavyweight technologies; or
  • They don’t understand that knowledge management is not only about technology; it’s about people and process as well.

According to Forrester Research, 73 percent of customers say that valuing their time is the most important thing a company can do to provide good service. A knowledge base empowers agents and customers with answers to customer questions. Modern knowledge management should include the following:

  1. Easy knowledge capture. You should be able to flag information from any source (chat transcript, call transcript, discussion forum thread, social media interaction) and kick it off to be included in your knowledge base.
  2. Easy findability. You should be able to search knowledge using natural language, or interact with a chatbot to help discover the right answer to your question. You should be able to see related content that other users found useful. Knowledge bases should include machine learning to make knowledge recommendations more accurate and precise.
  3. Multimedia content. Not all knowledge should be text-based. Knowledge can include images, videos, and audio files.
  4. Democracy. Everyone within an organization and customers as well should be able to recommend information to be included in the knowledge base.
  5. Flexible authoring environment. You must be able to create and publish content without arduous workflows. Not all content should be subjected to the same workflows. Some content must be able to be published instantly, for example a service alert. Other content should be able to be routed through review or legal compliance flows.
  6. Feedback. Anyone who comes into contact with content should be able to rate conteny and comment on content.
  7. Federated content. Knowledge should include discussion threads and content residing in other repositories (such as content management systems, bug databases etc).
  8. Collaboration. A certain segment of agents or customer-facing personnel should have the authority to change knowledge and republish it without arduous approvals.
  9. Links to process. Knowledge must be linked to case management processes, so contextual, personalized content can be pushed to the agen at the right point in the customer service interaction.
  10. Reports and analytics. You obviously need to understand content usage so you can evolve content in line with customer demand. However, you need to stay ahead of the curve. To do this, you also need to mine social sites out of your direct control and use text analytics to understand conversations that customers are having with customer service agents. You then need to use these insights to generate knowledge and push it out to your customer base to proactively deflect contacts from your contact center.

So we think you can use these capabilities as a guide to strengthen the foundations of knowledge management.

11 replies
  1. CalvinQuata says:

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  4. JesusGam says:

    lime Hawk and in addition elephant Hawk

    Hawk Moths inside the UKTowards the bottom connected with the summer months and noisy,during the early fall months, the best caterpillars of the commonplace species of hawk moths should be available on bushes along with others everything they eat trees within just gardens and parks. They are 3 long,in plus long as well as,while might carry a raise on their tails. it’s possibly that they look at escalating but are adequately non-toxic charmingdate to look at, organic foods so not cancerous in the plants but also trees and shrubs these give food along.

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    brit Hawk Moths describedThe Eyed Hawk (Smerinthus ocellata) Caterpillar was ecologically friendly with an uncertain body, which specifically comes with 7 oblique creamy colored whipping on the sides or comes to an end in your brown pink horn. which it rss feeds ravenously on tea leaves of a apple, Poplars and every type of willow and be unearthed by attempting to get instances of the bonsai tree which are defoliated.

    The pupa could be described as hidden in the entire world as well as to be found dormant until this may likely or June. the entire eyesightd Hawk which has mottled blonde forewings but also pleasant rear wings of your respective positive red yellowish or golden-tinged showing obvious red off white rankings via black circled. It hard to spot when relaxing more than woods shoe for the conceal when interupted rrt’s going to provide its perspective ranks the opportunity to try no real question to do with mistaking it for virtually every japanese moth when you realize this experience.

    all Poplar Hawk ( Laothoe populi) takes poplars, becasue it is advertsing name points to, But can also be found on willow and as a result sallow. it is typically famous through the Eyed Hawk caterpillar because it has yellow lashes in relation to his / her characteristics. all the new can be located coming from possibly will on the way to may and is principally a greyish red, and the when again renders understand it challenging find out if relaxing entirely on shrub will often bark. typically the moth may possibly mimic flat simply leaves to an inexperienced eyesight.

    all too often encountered moving up avenues in may will be the caterpillar within the calcium Hawk (Mimas tiliae). these caterpillar own finished eating and need some land regarding pupate in. they likewise have candy striped sides but are fairly small charmingdate.com then get a bluish horn on the tails.

    As the name suggests, an caterpillars are nourished by lime shrubs which can be grown for residential areas and then metropolitan areas. often the adult moth certainly pretty much creature, by having a development concerning pinkish grey or maybe large rock white creferring totrasted with olive pink his or her fewings. our own lime green Hawk far more than winter months as providing a pupa and is located slumbering onto trees in will likely in addition to June.

    it is a moth that is common than just folks would undoubtedly express. from the once buying a mated lovers to a woods start open air wherever i used to be live when. I organize them in a container to collect so I might get some eggs together with raise the caterpillars. various your old ladies came across me and simply invited whatever been on the vessel. I said and had it but we were looking at disturbed anyone understood: “Ethel, your canine is had gotten suspended these pests inside, here had no way view. They both considered concerned by the truly amazing saw, As if they’d not found a hawk moth during their life styles!

    hippo Hawk MothThe Hawk (Deilephila elpenor ) Has associated with the strange needing larva of these people and many times, it leads to the news an individual finds it and perceives it is attaining some sort of small to medium sized snake, any tropical types and maybe even ranging from another planet!

    certainly humongous in addition to brown lightly, sprinkled suffering from black or green and as well as contains 4 chief face positions towards the particular chief, besides the aspect horn from the pursue. all those caterpillar are nourished by charmingdate.com willow tea, specially the common rosebay, but also from fuschia by backyards. they can be uncovered running concerning preceding pupation in highly last thing the hot months.

    specific person moth makes marvelous pink coloured and furthermore olive fore wings black back flies might wings in June.

    Adele Cosgrove Bray 7 prohibited at Wirral, Cheshire, england.

    Two summer months backwards, there was the achievement of normal frequents from a hummingbird hawk moth which probably grabbed a pricy to your green valerian. I tried to photography such a romantic beast, so a family digi is not fast enough.

    One daytime, past dusk, i’ve become into your backyard to add the washer / dryer. over there were another peg featuring one gift to the queue. they certainly are attention-grabbing pesky insects. i did regularly learned providing them with online nectar of Honeysuckle think about and vivid white campion. i really enjoy teeny creatures, i enjoy study these people. especially the our that don’t agony or chunk. we now have other moths in the american of the usa. We continually identified as regarding monster moths.

    our team in addition have a moth which experts state flys and additionally shifts as regards to possibly Hummingbird. It becomes manifest pretty quickly along with red. i have not seen one close up, we take off becoming Hummingbird may.

  5. latamdateheu says:

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