Knowledge Management Helping you Work Remotely

Tools Helping you Work Remotely in the contact centre

Key Software Helping You Work Remotely 

By now, you may have adjusted to the fact that some of the wide-ranging effects of the COVID-19 pandemic will be with us for good.

This means Knowledge Management Systems are now more important than ever.

Many organisations have converted to full-time work-from-home arrangements in response to government-imposed closures, and not everyone is keen to see that change reversed.

“Things will never be the same again” is no longer an overly dramatic statement.

How Do You Connect With Your Team?

A web search for anything related to “remote work,” “virtual”, “work-from-home” or “online” will return fresh statistics on employer and employee expectations, online platforms, and outcomes when transitioned from an office-based to a remote work model.

You will find that workers want flexible working arrangements but that fewer than half of organisations are well prepared for the rise of remote work.

Between a disbanded workforce and so much continually evolving information, you have likely already invested time in trying to corral the keystrokes, collaboration, or customer service skills of your employees that keep your business functioning.

During this accelerated office-to-home migration, you will need long term tools to keep your team on the same page and have their knowledge systems updated and accurate.

The obvious ones include video conferencing and collaborative online workspaces, but you will also need a way to manage all the continually evolving information, procedures, eLearning, policies and requirements that come with a shifting business strategy.

The solution for that can be a purpose-built Knowledge Management System / Knowledge Base, or KMS for short.

What Role Does a Knowledge Management System Play?

A KMS is like a Google search that returns the right answer to your question not just a bunch of knowledge articles you need to sift through to find the answer.

The KMS acts as the single source of truth for your organisation’s knowledge; it retains and improves that truth with built-in user feedback loops, and enables every employee and customer to have their query answered quickly, consistently, and accurately by making that truth accessible.

A KMS solves the drawbacks associated with rifling through a document library, calling out to your neighbour in the next cubicle with a question, or checking whether the manager is at their desk to help decode a policy.

Does the question, “Am I eligible for a refund?” send shivers down your spine as you anticipate hatching together information from the complex Refund Policy, hoping you have the latest version on hand, and hopeful that you come up with the right answer?

Then you are not working with a Knowledge Management System optimised to serve your employees and customers.

These systems are valuable to organisations ranging in size from small businesses with 20 CX staff, city councils or global corporates with staff of 200+.

A good KMS partner is passionate about helping teams small and large to get the most out of their organisational intelligence and improve their customer service satisfaction ratings.

How Quickly do Organisations See Change?

Like many other companies affected by the pandemic, Datacom was given short notice to close their contact centre and to transition employees to a remote work model.

By remarkable leadership and tapping into trusted technology partnerships, Datacom established a full remote contact centre in only four days to support unprecedented demand for government services.

Their KMS provider, livepro, is built on cloud-based software and received credit for aiding Datacom’s rapid path to readiness for service delivery.

Amplifying the success was the KMS platforms ability to function as stand-alone software or to integrate with other service and sales technologies, such as salesforce, Genesys Cloud, Slack, and chatbots.

Working with a capable KMS means your employees can enjoy a seamless, quick and efficient transition when your business undergoes change or updates important content.

Key Stats on the benefits of implementing a KMS Platform:

  • Customer Satisfaction: Average of 15% improvement. When customers are increasingly satisfied, they spend more and stay with your company longer.
  • Employee Satisfaction: Up to 45% improvement. Employees feel more empowered because they have the information, they need at their fingertips to do their job quickly and accurately.
  • Resolution Time: Average of 30% faster time to find the ‘answer.’
  • Onboarding and Training: Average of 30% – but up to 90%! – faster onboarding time
  • Improved Compliance: 49% of KMS for CX users report improved compliance.

*Source: Ecosystm Global CX Study – Knowledge Management Systems 201

Where Can I Learn More?

If you would like to learn more about Knowledge Management, read our free Guide to Knowledge Management Systems. To find suppliers of KMS software in Australia, search the free CX Directory >.

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Ryan McConville
About Ryan McConville 2 Articles
Ryan is a proactive individual who has worked across a multitude of marketing roles and industries over the last 10 years, he has found himself thriving in the digital marketing space. Ryan is currently the Digital Marketing Manager for livepro.

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