From the course: Customer Service: Knowledge Management
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Knowledge management technology
From the course: Customer Service: Knowledge Management
Knowledge management technology
- In the solve loop, when knowledge is relevant, we do one of three things. We capture and structure new knowledge, we reuse knowledge, or we improve existing knowledge. So let's see what technology you need to implement the solve loop. If you look at knowledge management tools, you'll probably see impressive technology, like machine learning algorithms. This tech can be really useful. In fact, I think it's so important that I have another LinkedIn Learning course on the topic. But what's more important is can agents quickly and easily capture, reuse, and improve? Do the tools work at the speed of conversation, with the least effort and fewest clicks? Most commonly, agents find and reuse knowledge. Without leaving the screen they use as they work with the customer, they should be able to search for knowledge. It should be easy to refine the search or to apply filters, like you do on Amazon to filter by brand or price.…
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