Knowledge management is the process of identifying creating, sharing, using and managing the knowledge and information of an organization. The main goal of knowledge management is to improve an organization’s efficiency and the quality of customer service.

Knowledge management (KM) can help company’s customer support staff to find and share the information needed to answer customer inquiries. At the same time to ensure that information can be quickly and easily found, is understandable and, above all, remains current and consistent in all channels.

A knowledge management solution ensures continuous convergence and eventual uniformity of customer services approaches. This allows much better coordination among customer support staff and to create self-service capabilities which can play a significant role in reducing query spikes that overall processing time and resource utilization could be minimized.

While conventional knowledge bases are typically limited to document management and search, a Knowledge Management solution employs active knowledge objects. Instead of static documents, it serves interactive and relevant information based on the context to ensure customer support staff get the answers they actually need, when they need them. This serves to reduce average call times and increase first call resolutions while making customers happier.

Deploying smart knowledge management technologies in customer service centers is a critical factor for success. Active technologies, Artificial Intelligence (AI) and chatbots are indispensable force multipliers for modern customer service.

We live in a knowledge-based society and Knowledge is power and market share.