Knowledge management can be thought of as a slightly vague contact center solution.  Quite often, people understand the idea behind collecting and storing knowledge from within the company so that both agents and customers can access and utilize it when needed, but are unsure of how this is done or what areas of the contact center this affects.  Below is a list of 9 different areas of a contact center that can be positively affected by knowledge management.

1. Call Center

Of the various areas, the call center has the most obvious impact when it comes to knowledge management implementation.  Knowledge databases and repositories are often utilized by call center agents in order to quickly search for and find solutions to customer problems.

2. Online Self-Service Centers (Articles, FAQ’s, etc.)

Knowledge management can provide the necessary content for service pages online such as blog articles, frequently-asked-questions pages as well as other forms of self-service.  With the growing consumer trend of utilizing online search before contacting a company, these resources can prove to be an inexpensive solution for many of the most common issues your customers face.

3. Live Chat

As the use of the internet and online chat continues to increase for consumers, live chat agents have the ability to utilize knowledge repositories to more efficiently resolve issues online.

4. Automated Email Responses

Various contact center solutions involve automated email responses that utilize knowledge management techniques to quickly respond to customer emails with customized responses to help resolve issues.

5. Community Forums

Online forums provide the perfect location for knowledge management as crucial information can be collected, shared and edited by users.

6. Social Media (Facebook, Twitter, LinkedIn, etc.)

Agents monitoring a company’s social media account can utilize knowledge repositories to better assist customers commenting or mentioning their profile.  A quick response from a company with a relevant and helpful answer goes a long way in the digital world and knowledge management gives your agents that ability.

7. Product Manuals

Capturing the detailed knowledge of your products and consolidating it into manuals for both your agents and customers helps to create a powerful resource to inform users and resolve issues.

8. Marketing Collateral

Both a strong salesman and great product marketer have a detailed knowledge of the product in common.  By providing the necessary knowledge about your products or services to your team, you are helping to create aids that are intended to make sales efforts easier and more effective.

9. Bug Databases

Tracking and storing various bugs and issues related to your product or service can be an extremely helpful contact center solution for both agents and customers as this information can help resolve issues in a quicker fashion and aid development of better products or services moving forward.

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