KM for Contact Centers
Customer service contact centers face a unique set of knowledge management challenges, truly distinct from other parts of a business. Tackling these head-on isn't just a good idea; it's vital for keeping things running smoothly, making your agents shine, and, most importantly, keeping your customers happy.
The Onboarding Hustle and High Agent Turnover
One big headache in contact centers? High agent turnover. Often, it boils down to agents feeling unsupported or just plain unqualified to handle customer questions. This problem is deeply connected to agent onboarding, a process that can be a real marathon for your Learning and Development (L&D) teams. We're talking weeks of classroom training, online modules, videos, nesting programs, and mentoring – basically a "firehose of information" that new agents are expected to memorize. The big goal? Get agents proficient fast so they can solve problems without constantly escalating, bugging Subject Matter Experts (SMEs), or just giving up because they can't find the answers.
But here’s the rub: if all that crucial knowledge is stashed away almost exclusively within the L&D domain, or in docs that live on a shared drive, it becomes incredibly tough for agents to get their hands on it when they’re actually on a call. This directly hits their "speed to answer" a customer's problem, leading to longer handle times and potentially frustrating customers who experience delays in getting their issues resolved. Think of it: they're not taking calls or chats while they're learning. It's all about moving from "just in case" knowledge (like training for something that might come up months from now) to "just-in-time" knowledge – giving agents what they need, when they need it, right there in the moment.
Tackling Complex & Evolving Information
Contact centers are often drowning in complex product information. We're talking technical details, intricate policies, and tricky troubleshooting steps. This inherent complexity makes it a real challenge for agents, especially the new folks, to give quick and accurate answers. Take one solar panel installation company I worked with: they had some seriously robust and complex policies around roof leaks. Agents needed to grasp how to spot a leak, when to offer to pay for technician visits, and the different remedies – from fixing a single mount to replacing an entire roof and reinstalling panels. To navigate that maze, clearly outlined policies and step-by-step workflows were absolutely crucial for agents to make the right calls.
And it's not just static complexity; customer issues are constantly evolving. As products get new features or fresh bugs pop up, the knowledge needed to troubleshoot effectively becomes a moving target. This is where smart Knowledge Management (KM) can really shine! Why? Because your frontline agents are often the first to identify new issues and discover solutions as they troubleshoot. Capturing these insights, which is often tacit knowledge or tribal knowledge – the collective wisdom in people's heads – and turning it into explicit knowledge is absolutely critical.
The Perils of Suboptimal Knowledge Storage
Let's be honest, many contact centers don’t have a formal Knowledge Management System (KMS). Instead, all that valuable knowledge often lives within the heads of subject matter experts (your go-to gurus) or it's dumped into general content management systems like SharePoint or Google Docs. And a truly suboptimal approach, one you see far too often, involves documents being stuck in PDF format, which is just plain inefficient for knowledge workers (your agents!) who need to find answers super quickly. It's like trying to find a needle in a haystack when you're on the clock.
The core challenge? Quick information retrieval is paramount. Whether an agent is hunting for an answer or a customer is browsing an external help center, the solution needs to appear instantly. The painful process of digging through a content management system, then finding a PDF, and then searching inside that PDF for the right answer, can eat up a ridiculous amount of time. This often leads to a swivel chair experience, where agents are constantly flipping between disconnected systems, making their workflow slow and prone to errors. This inefficiency alone can increase the cost of doing business by millions of dollars per year.
In many organizations, knowledge management is just an afterthought, especially because customer support is seen as a cost center. This can lead to a digital landfill of unmanaged and uncategorized documents that users simply avoid because finding anything of value is such a headache. For example, one company I worked with tried to use Microsoft OneNote as a knowledge base, despite it not being designed for that purpose. This resulted in 700 articles being imported into Salesforce Knowledge, and it took about a year to break the habit of agents using the old OneNote notebooks. This illustrates how ingrained suboptimal practices can become.
The data further emphasizes this problem: a survey indicates that 70 percent of companies aren’t using purpose-built knowledge management systems. This is significant, especially when you consider that only 32 percent of companies using non-purpose-built KMS are satisfied with what they have, compared to 75 percent satisfaction for those using a purpose-built system. The implication? There’s a massive opportunity to improve both customer and agent knowledge experiences.
The Real Cost: Time, Money, and Upset Customers
In the contact center world, the old saying time is money couldn't be truer. The longer an agent spends on a call, the higher the cost of resolving that customer's problem. When agents can't quickly access the knowledge they need, forcing them to dig through old training decks or videos, it directly leads to longer handle times. That extended wait time can really tick off customers, leaving them frustrated and unhappy. So, it's not just about having content, it's about making sure it's easily digestible and findable, and organized in a way that allows agents to quickly determine the most directly relevant policy or solution. Remember, "garbage in, garbage out" – if your knowledge isn't top-notch, it'll mess up everything, even your shiny new AI tools.
The AI Challenge: Built on a Shaky Foundation?
Virtually every company is looking at how AI can help their business. But for customer service, AI's success hinges on good knowledge. Many customers aren't thrilled with AI systems, often because they don’t find them helpful. A Five9 survey reveals that 75 percent of customers still want to speak to a human being. While a PwC study found that 71% of consumers prefer human interaction, they are open to AI if it genuinely improves their experience.
The reality for AI projects can be grim: Gartner's 2023 report highlights that only 53% of AI projects make it from prototype to production, and even two years later this remains a challenge for many companies.
A big reason for this failure? Bad knowledge. While almost 80 percent of customers expect to encounter self-service options like AI chatbots, only about 30 percent of customers expect to be able to solve their problems using those tools. If a chatbot relies on an outdated or incomplete knowledge base, it will deliver wrong or incomplete answers, pushing customers to human agents who then still need a reliable KB. The bottom line: having a solid, quality KB is step one to building AI systems that actually work for customers and agents.
Leveraging Knowledge Management for Solutions
To overcome these unique and costly challenges, you need Knowledge Management expertise from someone who is well versed in the unique challenges faced by customer service contact centers. Such experts understand the specific roadblocks to improvement and can guide organizations in leveraging different Knowledge Management systems to effectively address these issues.
Even a basic KM strategy can reduce the time employees spend looking for information by as much as 35 percent, which directly impacts operational costs. For instance, a 10 percent reduction in Average Handle Time (AHT) for a company I worked with led to a savings of over $264,000 annually.
The right MVP KB helps your agents get up to speed faster, makes customers happier, and provides the solid foundation needed for future success, including effective AI tools.
Don't let your contact center be plagued by knowledge challenges any longer. Cognita Knowledge Management has over 20 years of experience in customer service, with a deep understanding of these specific issues and the proven paths to improvement. Get in touch with us today to discuss how we can help you build an MVP KB that transforms your customer service operation into a powerhouse of efficiency, agent proficiency, and customer satisfaction.
Bridging the Gap: Why Knowledge Retention is Essential for Organizational Success
After a recent show with my band, I was talking to a band member’s wife who will soon be eligible to retire and claim a pension (a rare thing in this day and age). She has worn many hats in her organization, and lately she has been working to document the knowledge she has accumulated over the years. But it’s been slow going, mostly because there’s been no formal program to plan for succession; she’s doing what she can, but knows that so much of what she has learned will walk out the door with her.
In today's fast-paced, competitive business landscape, knowledge is power. But what happens when that power walks out the door? The departure of experienced employees, whether through retirement, career advancement, or changing circumstances, can create a significant knowledge gap, impacting productivity, innovation, and overall organizational success. This is why knowledge retention is critically important.
The Silent Drain: How Knowledge Loss Impacts Organizations
When experienced employees leave, they take critical things with them:
Tacit Knowledge: This is the "know-how" you can’t easily write down – the nuances, problem-solving approaches, and internal relationships. It’s the kind of knowledge that can't be found in manuals.4
Institutional Memory: The collective understanding of your company’s history, processes, and culture.5 Losing this can lead to repeated mistakes, wasted resources, and a decline in efficiency.6
Project-Specific Expertise: Insights gained from past projects, including lessons learned and best practices.
The consequences of this loss can be huge. A study by the Society for Human Resource Management (SHRM) found that the cost of replacing an employee can range from one-half to two times the employee's annual salary. This cost includes recruiting, onboarding, and training, but it doesn't fully account for the lost productivity and expertise. According to a report by Panopto, employees spend 5.3 hours per week searching for information. When critical knowledge walks out the door, searching gets even harder.
Building a Knowledge Fortress: Strategies for Effective Retention
So how do you keep knowledge from walking out the door? Here are a few MVP strategies:
Formal knowledge transfer programs
Mentorship programs: Pair newer folks up with more experienced employees.
Documentation: Created detailed documentation of processes, procedures, and best practices – starting now, not just as someone is about to leave.
Knowledge management systems (KMS): Use systems to make it easier for employees to capture, share and access knowledge.
Leverage Technology:
Video recording: Capture presentations, training sessions, and expert demonstrations.
Communities of practice: Implement collaborative platforms facilitate knowledge sharing.
AI tools: Use AI-powered tools to analyze data and identify key knowledge areas.
Create a Culture of Knowledge Sharing:
Open Communication: Encourage employees to talk and collaborate.
Recognition: Reward employees for sharing what they know.
Learning Environment: Make it okay to ask questions and seek help.
Knowledge-Focused Exit Interviews: Focus on capturing knowledge, not just reasons for leaving
Succession Planning:
Identify Key Positions: Plan for smooth transitions when people leave.
Cross-Training: Broaden employee skills.
Document Tacit Knowledge: Identify employees with key tacit knowledge and transfer it to others.
Data-Driven Approach:
Track Metrics: Measure time spent searching for information, onboarding time, and project completion times.
Use Analytics: Identify knowledge gaps and areas for improvement.
The Long-Term Investment
Knowledge retention isn’t a one-time effort. It’s an ongoing process that requires commitment and investment. By making it a priority, you can:
Reduce the impact of employee turnover.
Improve productivity and efficiency.
Foster innovation and creativity.
Enhance organizational resilience.
Preserve your company's culture and legacy.
Knowledge retention is a must for any organization that wants to succeed in today's world. Take action to capture, share, and preserve knowledge, and you'll build a sustainable and profitable future for organization.
Choosing The Right Knowledge Management System: A Guide
By Martin Hobratschk
CEO, Cognita Knowledge Management
Choosing the right knowledge management system (KMS) for your contact center requires a lot of effort before you publish your first KB article.
Not all systems are the same, and there are a number of factors that you need to take into account to ensure you’re choosing the right platform. But you don’t need to do it alone, and you don’t need to spend buckets of money to identify the right platform – and I’m here to help.
Understanding core functionality and features is the first stop on the journey. Can it handle diverse content types like text articles, FAQs, videos, images, and interactive guides? How robust is the search function? Does it offer keyword search, natural language processing (NLP), and filtering? Is it easy for your team to create, update, and organize content? Consider version control, approval workflows, and content tagging.
If you’re looking at KMS that’s separate from other contact center tools like your CRM or CCaaS implementation, will your new knowledge base integrate seamlessly? Your new KMS will need to be easy to access and offer some level of personalization based on the context of interactions.
Is the system easy to navigate and understand for all users, regardless of technical skill? You will probably want training and ongoing support from the vendor – what does that look like? And how easy is it for agents to provide feedback on the knowledge base content and suggest improvements?
A KMS needs to scale with your business and handle increasing volumes of content and users. You should be able to easily customize it to fit your needs and branding. And it needs to support knowledge delivery across different channels, both internal and external.
Analytics and reporting are key to the long term success of your KMS. Can you track key metrics like search frequency, article usage, and agent performance? Can you identify knowledge gaps and areas where content needs improvement? All of this needs to be visible through customizable reports and dashboards so you can easily gain insights
Data security is important. How secure is the knowledge base and does it meet your data privacy and security standards? You will need to provide access to different parts of the knowledge base in a scalable manner. In some cases, you’ll need understand how the KB meets standards like GDPR and HIPPA
Finally, you will want to choose a vendor with a proven track record in the contact center industry. Evaluate their vendor's process and ongoing support services, and make sure their pricing model and contract terms are transparent and understandable.
If all this sounds like a lot … it is.
I’m here to help. As a part of the Cloud Tech Gurus (CT) network, I offer KMS vendor evaluations at no cost.
CTG has invested more than 3,000 hours in evaluating contact center solution vendors, including some of the top names in knowledge management systems. CTG partners with leading Magic Quadrant vendors and many others you might not find otherwise who offer a wide range of contact center solutions.
Why invest hours of your valuable time in vendor evaluations when CTG has already done the groundwork?
As a part of the CTG network, I offer two options that will make your life easier:
Share your project requirements with me. I’ll handle all the research and vendor vetting and then present the best matches based on your criteria. This will save you 20 to 30 hours on your next project — at no cost to you.
A white-glove service, where I manage your entire sourcing project from RFP creation to vendor comparison and demo hosting. I act as your unbiased advisor, ensuring you secure the best provider for your needs — again, at no cost.
Remember, CTG has a wide catalog of vendors to choose from, so even if you’re not in the market for a new KM system, CTG can help you with other contact center needs.
Want to learn more or discuss your upcoming projects? Get in touch, or schedule a no-obligation consultation with me.
Creating a Knowledge Management Strategy: What You Need to Know
By Martin Hobratschk, CKM
Cognita Knowledge Management
Knowledge management (KM) is a strategic imperative that can drive innovation, improve decision-making, and enhance organizational performance. KM isn’t something that just happens – it requires careful planning and execution. In this article, I’ll talk about some important concepts that are key to creating a successful KM strategy.
Getting Buy-in at All Levels
Getting buy-in from all levels of the organization is of paramount importance in the successful implementation of a knowledge management (KM) strategy. This step requires establishing the value proposition of KM for employees and demonstrating the tangible benefits they can derive from embracing it.
One effective approach is to highlight how KM can help employees “work smarter, not harder.” By providing employees with access to a centralized repository of knowledge, they can locate relevant information, documents, and best practices quickly. This streamlined access enables them to work more efficiently, reducing time spent on research and troubleshooting, freeing up more time for strategic and value-added activities.
Furthermore, KM can significantly contribute to increased job satisfaction. When employees feel empowered with the knowledge they need to perform their jobs effectively, they experience greater confidence and motivation. Access to up-to-date information also helps them stay abreast of industry trends and best practices, leading to a sense of professional growth and development.
KM also has the potential to amplify career opportunities for employees. By actively participating in knowledge-sharing initiatives and contributing their expertise, they increase their visibility within the organization and build new skills. This can lead to new opportunities for collaboration, leadership roles, promotions and careers.
Communicating benefits can be done through various channels, such as town hall meetings, internal newsletters, and targeted training programs. By creating a culture of knowledge sharing and emphasizing the value of collective intelligence, organizations can foster a positive attitude toward KM and encourage employees to actively engage in it.
Fostering a Culture of Knowledge Sharing
A truly successfulKM implementation will drive significant culture change within an organization. At the heart of this transformation is creating a culture of knowledge sharing. This goes beyond just providing agents with easy access to new problem-solving solutions. It also involves fostering a safe and open environment where employees feel comfortable sharing their ideas, concerns, and expertise.
Leaders play a crucial role in setting the tone. By serving as role models, they demonstrate the importance of open communication, active listening, and respectful dialogue. When leaders welcome and value diverse perspectives, employees are more likely to feel safe sharing their thoughts and ideas. This, in turn, encourages collaboration, innovation, and continuous learning throughout the organization.
To establish a culture of knowledge sharing, organizations can implement various strategies and initiatives. It's essential to recognize and appreciate employees who actively contribute their knowledge and expertise. You can do this through formal recognition programs, such as awards or public acknowledgements, as well as informal gestures of appreciation from colleagues and managers.
It’s vitally important to integrate knowledge tools seamlessly into daily workflows. When you make it easy for employees to access, contribute, and benefit from the collective knowledge of their colleagues, knowledge sharing becomes a part of the job description – and a workplace culture.
Building a culture of knowledge sharing is a gradual process that requires ongoing commitment and reinforcement. By prioritizing psychological safety, recognizing and rewarding contributions, and leveraging technology, organizations can create an environment where knowledge flows freely, enabling continuous learning, innovation, and improved decision-making across all levels of the organization.
The Obstacle Becomes The Way
The Stoic concept of "the obstacle becomes the way" encapsulates the idea that challenges and setbacks are not roadblocks, but opportunities for growth, learning, and transformation. The concept originates from the writings of Marcus Aurelius, a prominent Stoic philosopher and Roman emperor. In his Meditations, he states, "The impediment to action advances action. What stands in the way becomes the way."
Applying the Stoic concept of "the obstacle becomes the way" to KM strategy implementation involves a mindset shift where challenges are not viewed as roadblocks but as opportunities for growth, innovation, and strengthening the project.
No project is flawless, and there will inevitably be errors and setbacks during the implementation process. Look at these experiences as opportunities for growth and improvement. When you run into challenges, maintain a positive mindset and acknowledge that mistakes are a natural part of the learning process. Instead of dwelling on setbacks, focus on extracting valuable lessons from each experience.
Take a step back and look at the factors that led to the mistake. This process can help identify areas for improvement and prevent similar issues from arising in the future. Make sure to get input from team members and stakeholders, who will provide valuable insights and perspectives. Collaboration is key – it will lead to a more comprehensive understanding of the situation and allow you to develop effective solutions.
Adjusting your KM strategy in real time is crucial. If a particular KM tool or technique isn’t yielding the desired results, explore alternative options. This willingness to experiment and embrace new approaches can enhance the overall effectiveness of the KM project.
Above all, maintain open communication throughout the implementation process. By fostering a culture of transparency and feedback, organizations can create an environment where mistakes are viewed as opportunities for growth rather than sources of shame or blame. This approach can encourage team members to share their experiences and insights, contributing to a collective learning process.
Making sure your Goals and Success Metrics are on the Same Page
The success of any KM effort hinges on establishing success metrics that align seamlessly with your broader organizational goals. These metrics serve as benchmarks for measuring the progress of your project, while also showcasing its tangible impact on your organization's operations and performance.
One key success metric might be tracking the number of employees actively using the KM system. This metric gauges the adoption rate of the system and indicates how well it is being embraced by the workforce. A high adoption rate suggests that employees find the system valuable and user-friendly, which in turn enhances collaboration, knowledge sharing, and problem-solving capabilities.
Better yet, look at metrics that measure outcomes, not just activities. For example, a system that lets agents link articles to cases will allow you to track what knowledge assets were actually used to solve a customer problem. Article Link Rate reflects the effectiveness of the system in providing timely and accurate information to employees. A higher number of utilized articles indicates that the KM system is successfully serving as a repository of valuable knowledge that empowers employees to find solutions quickly and efficiently.
Furthermore, tracking the time it takes employees to locate the information they require is another crucial success metric. This metric sheds light on the efficiency of the KM system's search and retrieval functionalities. A shorter time frame for finding the needed information enhances productivity, as employees can allocate more time to their core responsibilities rather than engaging in time-consuming searches.
Additionally, monitoring the level of employee satisfaction with the KM system can offer valuable insights into its usability and relevance. Gathering feedback through surveys, interviews, or focus groups helps identify areas for improvement and ensures that the system remains aligned with the evolving needs of the workforce.
Planning + Execution = Success
Successful implementation of knowledge management (KM) projects requires careful planning and execution. Key components include gaining buy-in from all levels of the organization by demonstrating the direct benefits to employees, fostering a culture of knowledge sharing, learning from mistakes and mis-starts, and aligning success metrics with organizational goals. By following these guidelines, organizations can enhance innovation, decision-making, and overall performance through effective KM initiatives.
If you’d like help with your KM strategy, get in touch at www.cognita-km.com.