From the course: Customer Service: Knowledge Management
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What problems does KM solve?
From the course: Customer Service: Knowledge Management
What problems does KM solve?
- What challenges do you and your organization face? Whatever they are, knowledge is the common thread that helps you overcome them. That's good news, really good news, which should get the attention of your colleagues and leaders. I've spent a lot of time with customer service managers and executives. Many of them face the same issues. First, they say, "We're not closing enough tickets quickly enough. "There are too many escalations. "Too few issues are resolved at first contact." Why? Because people are resolving problems that have already been solved because they don't have access to the answers in a knowledge base. Using knowledge lets agents rely on the collective experience of the organization rather than reinventing the wheel all the time. Another issue I hear is, "We struggle to onboard new staff quickly." I routinely hear it takes agents six to nine months to fly solo, and that's too long. This also…
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