Mastering knowledge and data
Optimize, work together, innovate!
Knowledge has always been at the heart of high-quality customer service, as it helps associates answer customer requests in a quick and efficient manner.
However, knowledge alone is not enough. Successful teams follow these steps to leverage it effectively and consistently:
Train
Teach your teams the specifics of your line of business.
Maintain
Maintain a high level of knowledge in the long term.
Manage
Create an efficient support system to better assist your associates.
Integrate
Link the different technologies you are using for seamless knowledge management.
Organizations have never had access to so much information and data. Their challenge is to integrate, structure and share this knowledge in a way that facilitates associates’ work and increases operational performance.
Only one-third of brands worldwide use learning management tools.
Focus on the human connection
Using technology helps your associates save time and focus on the human component of customer interaction.
Your associates need access to a huge amount of information — current offers, the customer file and historic information on previous offers and customer interactions. As customer requests become more and more complex, customer service associates need increasing support.
With the necessary knowledge at their disposal, your associates will handle requests faster and more efficiently, freeing up time to communicate empathy, create space for meaningful conversations, and enable a deeper connection. So be sure to offer them appropriate initial – and ongoing – training. Time is not a renewable resource. That’s why a grounded, innovative approach makes all the difference. Try micro-learning sessions that fit into the flow of work. Any innovation also needs to address another issue: With work from home playing an ever greater role, there are less informal interactions between colleagues, and fewer ways to directly share knowledge.
The right use of technology
Organizations try to solve problems like these by introducing new tools and technologies. However, it’s important to find the right mix between new and existing tools to create the synergies you’re looking for.
Multiple knowledge bases, collaborative tools and communication channels can quickly generate overcomplexity for your associates. They may have trouble understanding how, when and why to use the solutions at their disposal. Make sure your knowledge strategy focuses on operational efficiency — include CX professionals as well as methodology experts in development and optimization strategies.
Most content histories can be reduced by two-thirds without losing essential knowledge.
