Page 218 - DCAP307_PLANNING_AND_MANAGING_IT_INFRASTRUCTURE

Planning and Managing IT Infrastructure

Notes management can make self-service the channel of choice for most customers, most of the
time, helping them get back to using your products and services more quickly, and allowing
your staff to concentrate on the high-value issues that really need their expertise.
 Increase Customer Satisfaction and Loyalty: What do customers really want? A trouble-
free product and service experience. By the time they have to contact you to get help or
answer a question, their perception of the value of your offering is already diminished.
That’s why it’s essential to handle these moments of truth flawlessly. Fortunately,
knowledge management can help by making every staff member, literally, knowledgeable;
by ensuring consistency in responses; by increasing first-time resolution; and, by
empowering customers with the knowledge they need to resolve issues without waiting
for a response from you.

Did u know? Knowledge management does not carry its name accidentally because
management normally means that ‘something’ has to be managed.

Task How does knowledge management increase customer satisfaction and loyalty?

Self Assessment

State whether the following statements are true or false:

5. Knowledge management can make self-service the channel of choice for most customers.
6. Knowledge management can help by making every staff member knowledgeable.
7. Knowledge management does not avoid rework.

13.3 Best Practices for a KM Project

We have discussed below a series of best practices that can help you design and deploy a
successful knowledge management solution. By adopting the following practices, you can deliver
an outstanding customer experience and gain significant return on your knowledge management
investment.

13.3.1 Best Practice 1: Clearly Define Your Initiative

Successful knowledge management projects start with a realistic scope and precisely defined
goals and objectives. Although the ultimate goal of your initiative may be to deploy knowledge
management for agents as well as self-service customers, it’s best to avoid “big bang”
implementation in favour of a phased approach. There’s no right or wrong place to initiate a
knowledge project, but organisations expose themselves to the least risk when the first
implementation occurs in the contact centre, because you gain the opportunity to test and
improve the guidance techniques and content in an internal environment—so you won’t subject
customers to a poorly executed self-service experience. By fine tuning knowledge management
in the contact centre, you enable customers to experience a more mature solution that can lead
to faster adoption, long-term usage, and increased online service satisfaction.
The cost savings achieved from a contact centre deployment—which can include higher agent
productivity, shorter call times, and fewer escalations—can be used to fund subsequent rollouts.

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