ICMI's Customer Management Insight - January 2008 - (Page 25)

O P E R AT I O N S on the value and importance of managing knowledge. Add to this the challenge of increasingly complex and diverse products and services, and it becomes clear that the information can’t be stored in “personal” data stores. Finally, the information that is available is widespread across internal and external systems, with varying degrees of structure and accessibility. The challenges, and the opportunity, to effectively manage knowledge are clear. There are very important technologies and processes available today to enable knowledge management. Knowledge Management (KM) systems and KnowledgeCentered Support (KCS) are becoming vital tools for successful contact centers and support functions. DEFINE AND DIFFERENTIATE and human-based. > The KM system leverages existing information sources and enables the creation of new knowledge through automated workflow tools and performance metrics. To further illustrate the point, a KM system in the contact center enables the agent to quickly and accurately access answers to questions. It also allows agents to create answers and solutions which otherwise did not exist. Comprehensive KM systems on the market today support a variety of features enabling them to function as standalone systems and/or integrate with Web sites and CRM applications, all of which can be used not only to create and manage “tribal knowledge, but to enhance productivity, ” self-service and resolution rates, and reduce interaction costs. SEEK, FIND AND DRIVE RESULTS KM systems are often referred to as data repositories, content management systems or business intelligence systems. Some consider FAQ tools as part of the KM system, as well. All of these systems support organizations as they pursue a complete knowledge management approach. There are a few key differences between these data repository technologies and a full KM system. > First, KM is defined as a concept, practice or process that organizations follow to actively capture, organize, manage, and share information. > A KM system couples KM technology with a thoughtful, defined management process — described later as KCS. In fact, the KM technology enables the process. > This KM process positions the enterprise to generate value from their intellectual property and knowledge assets — both systemicmi’s insight A key feature of a KM system is its ability to find the information required to answer a question. While many search engines look for information across enterprise intranets or search a single content repository, KM systems provide the ability to seek content from many sources. Information is pulled and assembled, in context, from where it resides, including databases, data directories with specific files (e.g., .PDF .DOC, .TXT, etc.), CRM sys, tems, intranets, extranets or any Web site. KM can leverage existing content where it resides, avoiding the burden of duplicating and maintaining synchronization of diverse information in a single content repository. The search engines behind KM are known for their ability to search using natural language; you ask a question the way you naturally think about it. For example: “Will my new sedan run E85 gasoline?” These search tools focus on the intent of the question and quickly return the best possible answers, thus improving agent efficiency, resolution rates and customer satisfaction. Also, by allowing agents to enter a question as the customer states it, companies build a base of knowledge regarding how customers understand products. Another key feature is the ability to develop predefined or scripted answers, which are used to drive specific responses M > > > > > > > > > > > > > > Key KM Features and Functions Intelligent search Industry standard synonym dictionaries Guided answers Process wizards Content rating Authoring, editing and publishing tool Archive capabilities Workflow tools User profile definition tool with security level assignments Reporting and analytics tool Standard integration APIs to CRM Web integration tool Email integration Easy-to-use application user interfaces 25 www.icmi.com | JANUARY 2008 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008

ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role

ICMI's Customer Management Insight - January 2008

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