Knowledge management is pivotal for the operational efficiency of contact centres. An effective system ensures that agents have quick access to accurate information, leading to quicker call resolution, reduced wait times, and enhanced customer satisfaction. As UK contact centres strive to meet the ever-evolving demands of customers, here are some best practices to implement a successful knowledge management system, based on input from Contact Centre & Customer Services Summit attendees…

1. Centralised Repository:
   • Purpose: Create a single, unified source of truth that all agents can access.
   • Benefit: Reduces confusion from multiple data sources, ensuring agents always have the most up-to-date and accurate information.
2. Categorise and Tag Content:
   • Purpose: Organise information systematically with categories, sub-categories, and tags.
   • Benefit: Agents can quickly find answers, leading to reduced call handling times and improved customer satisfaction.
3. Regular Updates and Maintenance:
   • Purpose: Regularly review and update the knowledge base to remove outdated information and incorporate new data.
   • Benefit: Ensures that agents are never working with outdated procedures or information.
4. Feedback Loop:
   • Purpose: Allow agents to provide feedback on knowledge base articles, suggesting updates or flagging discrepancies.
   • Benefit: The database remains dynamic, adapting based on real-world experiences and needs.
5. Integrate with CRM Systems:
   • Purpose: Sync the knowledge base with Customer Relationship Management (CRM) systems.
   • Benefit: Provides agents with a comprehensive view of customer interactions, preferences, and past issues, allowing for more personalised service.
6. Accessible Interface:
   • Purpose: Use an intuitive, user-friendly interface for the knowledge management system.
   • Benefit: Reduces the learning curve for agents and ensures quicker access to information.
7. Regular Training:
   • Purpose: Provide regular training sessions for agents on how to use the knowledge base efficiently.
   • Benefit: Agents become proficient in using the system, which in turn improves their efficiency and effectiveness.
8. Incorporate AI and Chatbots:
   • Purpose: Use artificial intelligence and chatbots to quickly provide agents with answers to common queries.
   • Benefit: Speeds up response times and provides a consistent level of information across the board.
9. Monitor and Analyse Usage:
   • Purpose: Use analytics tools to monitor which articles are accessed frequently and which ones are rarely viewed.
   • Benefit: Helps in refining the database, focusing on frequently needed information, and improving or removing less-utilised content.
10. Ensure Compliance:

• Purpose: Given the strict data protection regulations in the UK, ensure that all information in the knowledge base complies with the UK General Data Protection Regulation (UK GDPR).
• Benefit: Protects the contact centre from potential legal issues and assures customers that their data is handled securely.

As the UK’s contact centre industry continues to evolve, having an efficient knowledge management system in place is no longer just a luxury but a necessity. Implementing these best practices will not only improve operational efficiency but also significantly enhance the customer experience, positioning the contact centre as a true value-add in the customer journey.

Discover more about Knowledge Management best practice at the Contact Centre & Customer Services Summit.

Knowledge management has become a foundational aspect of contact centre operations, referring to the process of capturing, developing, sharing, and effectively using organisational knowledge. It’s not just about storing information, but making sure that the right information is always accessible to the right people at the right time. Here’s our primer, based on input from delegates and key solutions providers at the Contact Centres Summit…

1. Importance of Knowledge Management:

   a. Enhanced Customer Experience: Effective KM ensures that customer service representatives (CSRs) have quick access to accurate and up-to-date information. This enables them to resolve customer queries efficiently and accurately, leading to enhanced customer satisfaction.

   b. Increased Operational Efficiency: Having a centralised knowledge base helps in reducing the response time, as CSRs don’t have to search for information across multiple platforms. This leads to reduced call handling times and increased operational efficiency.

   c. Consistent Service: A well-managed knowledge base ensures that all CSRs have access to the same information, leading to consistency in the responses provided to customers.

2. Key Components of Knowledge Management in Contact Centres:

   a. Knowledge Creation: This involves the generation of new knowledge or the modification of existing knowledge. For example, when a new product is launched or a policy is changed, this new information needs to be documented and added to the knowledge base.

   b. Knowledge Storage: This involves organising the knowledge in a structured and easily accessible manner. The knowledge should be categorised and tagged with relevant keywords to make it easily searchable.

   c. Knowledge Sharing: This involves making the knowledge available to all relevant stakeholders, including CSRs, managers, and even customers (via self-service portals).

   d. Knowledge Application: This involves using the knowledge to solve customer queries and make informed decisions.

3. Best Practices for Implementing Knowledge Management in Contact Centres:

   a. Implement a Centralised Knowledge Base: A centralised knowledge base ensures that all information is stored in one place, making it easily accessible to all CSRs.

   b. Regularly Update the Knowledge Base: The knowledge base should be regularly updated to reflect any changes in products, services, or policies.

   c. Implement a Knowledge Management System: A Knowledge Management System (KMS) is a software that supports the creation, storage, and sharing of knowledge. Implementing a KMS can help in managing the knowledge base more effectively.

   d. Train Employees: All employees, including CSRs and managers, should be trained on how to use the knowledge base and the importance of knowledge management.

Knowledge Management is crucial for the efficient operation of contact centres. It helps in enhancing the customer experience, increasing operational efficiency, and maintaining consistency in service. Implementing a centralised knowledge base, regularly updating it, using a Knowledge Management System, and training employees are some of the best practices for implementing this in contact centres.

Do you need Knowledge Management solutions for your contact centre? The Contact Centre & Customer Services Summit can help!

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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focusing on Knowledge Management.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Knowledge Management solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Mark Connell on m.connell@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM
Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development

For more information on any of the above, contact Mark Connell on m.connell@forumevents.co.uk.

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focusing on Knowledge Management.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Knowledge Management solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focusing on Knowledge Management solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Knowledge Management solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.