When the CEB Customer Contact team talks with members about knowledge management systems, a common refrain we hear is that state-of-the-art content platforms are too expensive to invest in. As a result, members find themselves dealing with outdated systems that are underutilized, and reps are frustrated while the customer experience suffers.
However, technology limitations don’t have to be a stumbling block when it comes to knowledge management. Our research finds that updating your knowledge management processes can have a significant impact on the value added by your knowledge management system. We’ve found that the following changes can improve how your staff leverages your knowledge management database without needing to make any new technology investments.
- Evaluate and improve existing content in your knowledge management system: As processes and protocols change, content can become outdated or even misleading. As a result, reps are less likely to even look to the knowledge management system, and it becomes less and less useful. To address this issue, it’s important to first examine existing resources and see what is- and isn’t- being used by reps.
- Develop processes to create easily understandable content: To guarantee that content in their knowledge management system could be effectively used by reps on calls, one CEB Customer Contact member developed knowledge writing protocols. These rules were designed to make the information as easy to consume as possible, and they help reps glean essential information from knowledge documents as quickly as possible.
- Encourage reps to help ensure content remains accurate and usable: As most managers know, reps are one of the most valuable sources of information about what customers need and want. Reps can also play an important role in keeping knowledge management systems up to date. To encourage reps to provide feedback on content, one CEB Customer Contact member formally included contribution to the knowledge base in reps’ job expectations.
Interested in learning more about how you can increase the impact of your knowledge management system? Join us for a webinar on February 18th or February 19th to see what changes your peers have made and how to choose a path that’s best for you.
Related CEB Resources
Improving Knowledge Management Processes
Organizing for Effective Knowledge Management
Building Sustainable Knowledge Management
Get Your Frontline Staff Involved in the Knowledge Community
