Driving Operational Efficiency for your Organisation with Knowledge Management
By effectively capturing, sharing, and leveraging organisational information, Knowledge Management [KM] can significantly reduce expenses, streamline processes, and improve operational efficiency across many key business needs including decision making, training and customer service
Establishing a central KM repository creates a single source of truth for information and historical data, minimizing errors and costly mistakes. By providing easy access to relevant information, KM systems ensure employees quickly find what they need, reducing research time and enabling faster, more informed decision making.
Eliminate the need for lengthy information gathering – no need to track down information scattered across emails, documents, and people's minds, saving time, and reducing frustration. In the visual of KnowledgeIQ below users can search via the search bar [1] or utilise the top menus [2] which can be set up to ensure users have fast easy access to the most required content.
2 Training Efficiencies
Systems like KnowledgeIQ KMS offer flexible training options alongside formal sessions, such as employer-assigned training, and self-paced learning.
KM systems facilitate the creation and distribution of standardised training materials, ensuring consistency and reduce training time for staff.
New employees can get up to speed faster by referring to a knowledge base packed with training materials and FAQs. This frees up experienced staff from repeatedly explaining the same things, allowing them to focus on more complex tasks and enquiries.
3 Increased Productivity
KM tools streamline access to best practices, lessons learnt, and expert advice, boosting productivity. KnowledgeIQ KMS customers have experienced a 30% reduction in call transfers and average handling time.
The International Data Corporation (IDC) reports that knowledge workers spend about 2.5 hours per day, or roughly 30% of their workday, searching for information. This significant amount of time can be a drain on efficiency. Knowledge Management Systems like KnowledgeIQ provide staff with tools to access up-to-date information immediately using everyday language. An intuitive navigation and a quality search are imperative in keeping the call handling time at a minimum.
By capturing and preserving knowledge, organisations can prevent the loss of valuable expertise when employees exit the organisation.
KM systems help employees find existing resources, reducing the need to duplicate work. Imagine a scenario where employees spend hours recreating the same report or troubleshooting a problem someone else has already resolved. With a knowledge management system, previous solutions, best practices, and reports can be easily accessed, saving everyone from duplicating efforts.
"Now we can easily find answers to our questions using search or the menu structure. I am confident that if the answer is on the new platform, our solicitors can find it." Erik Dober, Senior Solicitor OPP
4 Improved Customer Service
Centralised information ensures that all customer service agents have access to the same accurate and up-to-date information. This reduces the risk of providing incorrect or conflicting information to customers.
By leveraging customer data and knowledge management systems, businesses can provide personalised service experiences. Agents can access relevant customer information to tailor their responses and resolve issues more effectively.
A well organised KM System allows customer service agents to quickly find the information they need to resolve customer issues. This eliminates the need for lengthy searches and reduces response times.
"KnowledgeIQ is a simple and efficient tool which has not only created efficiencies but has also increased satisfaction and lifted engagement with our staff" Stuart McKinnon, Manager of Simplification and Productivity, SBS Bank
5 Streamlined Processes
KM tools can help identify bottlenecks and redundant processes, enabling organisations to streamline operations.
By sharing best practices and lessons learned, through feedback KM fosters a culture of continuous improvement and process optimisation.
A versatile call centre script will improve call handling efficiency. Scripts ensure consistent and accurate information delivery while allowing for personalised interactions. Scripts can be integrated into your KMS, leveraging tools like process wizards and process flows to guide agents through complex scenarios. The Call Flow image below is an example of a Process Flow within KnowledgeIQ. With a visual map, users can see the end-to-end process on the left side [1] of the screen, and as they progress through the process, the relevant instructions will then display on the right side [2] of the screen.
Organisations unlock significant cost efficiencies and gain a competitive edge with Knowledge Management. KnowledgeIQ is a powerful Knowledge Management System that can significantly enhance the operational efficiency of your organisation. By effectively managing and utilising knowledge resources, your business can deliver superior customer service, reduce response times, and improve overall performance.
