Most centers struggle with knowledge management (KM), and it’s not hard to understand why. There is a wide variety of information to structure, review, and manage – on products, processes, policies, current issues, etc. Many different players produce and distribute information without a mandate to coordinate their efforts with others. A lot of information is hard to access after the initial delivery, regardless of form.
What are common KM “strategies”? Cheat sheets. Post It notes. Email archives. Manuals/Binders. And, of course, Ask-A-Neighbor.
There are better ways to handle KM! Here are just a few options that you might consider:
| Technology | Notes and Considerations |
Costs |
| Wiki | Cloud-based and open source options available SharePoint now has Wiki functionality Little IT support required Can build process around content contribution and maintenance that involves users Easy to use |
$ |
| Open source Wiki | “Free” tools like MediaWiki (technology behind Wikipedia) User communities to develop application |
$ |
| SharePoint | Often already in the enterprise May be in use today, but in need of better organization Current versions have a solid Wiki option to leverage |
$ |
| CRM Knowledge Base | Basic knowledge tools often included in CRM licensing May require add-on licenses for more robust options Already integrated with CRM Can use for multimedia response |
$$ |
| Learning Management System | Common content with what training uses May require additional licensing Needed content may reside in other repositories Search engine may not be ideal |
$$ |
| Chat and/or Email Response Application | Basic knowledge tools often included in chat or email response application Usually self-contained in the application and targeted for text-based responses so may not help for handling phone calls Provides a process for content development and management |
$$ |
| Full KM System | Most robust option that covers full functionality so best fit for large, complex, dynamic knowledge needs Integrates with your web site to support self-service Larger project (time and resources for design, development, integration, testing, etc.) for both contact center and IT Most costly |
$$$ |
While you consider your technology options, you also need to address the process of establishing a core competency in knowledge sharing. Doing it well takes people following a well-defined process that technology enables. Read the full article for additional insights. »