The Future of Knowledge Management


MARCH 2016


As contact center consulting experts engaged with dozens of Fortune 500-class clients, Eventus has a unique perspective on the world of customer engagement.  One recent trend we have identified is a dramatic increase in interest in Knowledge Management. When planned, deployed and managed correctly, knowledge management can improve self-service capabilities while simultaneously making agents more efficient.

However, we often get asked where is Knowledge Management headed?  How has self-service evolved to where we are today? What will be required to deliver self-service in the future? How will the Internet of Things impact Knowledge Management? How will knowledge evolve from dialog to cognitive engagement?  Also, finally, what you can be doing now to prepare for this exciting future? To answer these questions and more, we have just published a new whitepaper called “What Does the Future of Knowledge Management Look Like”. To download a free copy of this whitepaper, click here.

It is becoming quite clear that self-service, which has been a focus of attention for decades, will be the primary delivery vehicle for customer support in the coming years. Gartner indicates that by 2017, only one-third of all customer service interactions will still require the support of a human intermediary (Rivera & van der Meulen, 2015). Dimension Data predicts that contact centers will need to “evolve into relationship management centers to accommodate transactions that are escalated from self-help options” (Dimension Data, 2013/14). They also report that the telephone channel for the first time is lagging among Generation Y, becoming the fourth most popular channel of choice (behind electronic messaging, social media and smartphone applications). Also, Forrester Research’s most recent annual survey on how people get customer service shows online FAQs are already the most popular means of resolving problems in the US.

Is your organization ready for the future state? Hopefully, you can answer that question, at least in part, by having an existing web self-service presence. It is all the better if you can identify, through analytics, what your customers are searching for and using on your site and, where possible, allowing them to be fully self-sufficient. Better still would be if you can say that you proactively engage your customers when they seem to get stuck. However, don’t worry if you are not quite there yet; we’ll share some tips in the whitepaper on how to prepare your knowledge base now for the future.

To learn more about the future of Knowledge Management, click here.

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