The Challenge

Knowledge is power but in reality, enterprises are knowledge-challenged with employees spending 20% or more of their time, looking for it to do their day-to-day jobs. Nowhere is the knowledge challenge more acute than in the customer contact center.

• Customers say that the lack of agent knowledgeability is the #1 impediment to getting good service (Source: Forrester survey).
• Contact center agents point to the same knowledge challenge with their tools being the biggest barrier to delivering good service (Source: eGain survey).

Training can help but it is not cheap, with US companies spending $92.3B in 2021 (Source: Training Magazine). Here is why the agent knowledge problem has become more daunting.

• Traditional training programs have been disrupted by the pandemic and hybrid work models, with 75% of agents still working remote. These agents have no next cube to walk over to for answers.
• Humans retain only 25% of new information they learn just after two days, according to the forgetting curve theory of Hermann Ebbinghaus. In fact, research by the University of Waterloo found that it is a mere 2-3% after 30 days!
• Today’s contact center agents are millennials and Gen Z with short attention spans—12 and 8 seconds respectively (Source: Sparks and Honey). They would rather just learn on the job.
• Agent attrition continues to be very high. This compounds the training challenge since L&D organizations have to start from Ground Zero with a constantly recurring stream of new agents.
• It is hard to teach situational knowhow, i.e., understand and solve a customer problem or provide them advice, based on a specific situation. This knowhow tends to be more tacit, requiring a way to guide agents step by step on what to say and do in the course of such customer interactions. Living “guided lives,” where they use GPS devices for driving or robot advisors for financial management, today’s agents are looking for that kind of guidance in their day-to-day work.

The Solution

The answer to addressing this formidable new training challenge is a modern knowledge management (KM) system deployed as a hub that unifies and orchestrates the following building blocks:

• Content management
• Personalization
• Intent inference, powered by ML
• Search methods for findability
• AI reasoning for conversational and process guidance
• Knowledge analytics for optimization

The knowledge hub eliminates silos, while serving as a trusted source of right answers and expertise, delivering them at the point of work, customer interactions, in this case. Leading organizations are already leveraging the hub, transforming the experiences of customers and employees such as:

• Leading telco improved First-Contact Resolution (FCR) by 37%, while reducing training time by 50% across 10,000+ agents and 600 retail stores.
• Health insurance company reduced agent training time by 33% and sustained agent performance even when 2000 of them had to go remote overnight when Covid hit.

With the knowledge hub complementing training, your contact center agents will become super-agents and all your employees will become super-employees!

The Global Knowledge Index helps countries and decision-makers to understand and respond to related transformation and challenges more clearly. For years, organizations have been benchmarked against each other using Maturity Models based on structured policies and processes that are designed to achieve Metrics that cater more to securing leadership sponsorship for running a successful KM Program than actually delighting the user, as the goal is never to begin with the end in mind.  

“You can’t know where you’re going until you know where you’ve been.” - Maya Angelou

If we look at the CX Strategy we can infer how ideally firms should setup KM programs and empower employees and customers to solve complex problems, hence aiding in Innovative practices that contribute to growth.  Let us understand how...

Understand your audience and create user personas

At inception it is a good start to invest in building a Content Management Systems (CMS). With time there would be a pattern of how the same is being used. Users would be motivated to use it more often or show specific reasoning as to why or what is missing. This information is key to understanding some of the on-the-ground challenges and improving on your CMS - turning it into a Customer Experience Management Platform.

To goal is to build user personas that clearly identify who our target audience is and their motivation for using the platform.

Analyze your Business Objectives

KM has to be aligned to the business strategy for it to succeed.  Popular maturity models spell the narrative wrongly and demand that short-wins are important for seeking sponsorship and with this goal in mind leaders design dashboards that are sacrosanct and become de-facto standards, impeding innovation and creativity. 

Reverse-engineer the experience you want to deliver

If we indulge in achieving small wins such as focusing on building a culture of knowledge sharing - helping the users to share feedback, then we understand the vast use-cases that target users are demanding, and we see linkages to a few of the org-wide business metrics, such as improving organization agility through Expert Knowledge aids in Rapid Innovation.

Hire team players and get them invested in the process

To gain insights to design a Futuristic KM platform you need passionate team players who look for unmet knowledge-related needs and can devise KM practices that engage leaders, teams and champion catalysts to drive adoption at scale. These are individuals who have a customer experience mindset and pay attention to how teams engage and help in building champion networks, using creativity at the workplace and personalize the experience for leaders to sponsor KM programs.

Eliminate bad design early in the game

Many users avoid using a KM Platform as they find it challenging or a cumbersome design. Users are asking for a personalized experience - something that they habitually use everyday, feeding their reputation and helping them to be productive. The KM experience has to be consistent throughout and the success is measured by how they recommend it and share outcomes of ways it helped them. It is important to also build trust and ensure that any negative feedback is addressed, which would spread by word of mouth and create many deterrents in the mind impacting future use (hence, brand appeal).

Pay attention to customer feedback

It’s a fool’s paradise as many leaders who don’t advocate using KM platform themselves would have had just one or two bad experiences, and hence the narrative to avoid experimenting with using the platform. In reality, if we address this feedback and build features to address these unmet needs we can see the adoption improve. Hence, it’s important through quarterly surveys to provide feedback on ways the platform is being improved and engage - a sample set of the target user group in design thinking workshops to collect feedback that would improve the platform with time.

Research your competition

Today, with AI and many 3rd party tools having in-built KM, it is a challenge to compete and design a state-of-the-art system. Integration of the KM platform with this competing platform can be one answer, but given the budget constraints of tech teams and the need for security standards, there is a debate on having two parallel platforms targeting the same use case.  Hence it is important that by design the use-cases are clearly laid out and the KM team is clear of ways in which the Change Management has to be done for ensuring sustenance of the KM practices that would result in long-term benefits being measured.

Build systems for quick and effective resolutions

Imagine a user not finding help on how to use the KM platform and having to walk away. It is important to make sufficient documentation available including video tutorials and access to live chat for user queries to be responded to and help them progress and not lose trust in the platform.

With the advancement in automation and features like auto tagging, it is possible to make the experience more user-friendly.  Today with advancement in AI & Machine Learning there are tools to also track how users have visited the portal in the past and have recommendation engines to auto-send personalized messages and track their responses - and this increases adoption. 

Understand your customer experience metrics

There is no ideal KM Experience Management Platform and final measure of success is if we can co-relate ways in which the user need is being met. It is through a mix of qualitative and quantitative data that we can say if KM is truly matured.

In-Summary

What effect does your KM content have on the performance outcomes of an organization? Many define this as a Maturity Model that helps leaders secure a budget to start on their KM Journey. In-time what is missing is many promising initiatives are derailed as they fail to create a lasting Customer Experience (CX) that can increase adoption and define metrics that lead to sustainable growth. 

To understand how to design an effective KM Experience Management Platform it is important we relate to CX Strategy and while not all the stages are important, certainly a large number are relatable. If we start with the end in mind, which is co-relate ways in which the users' need is being met, we can eliminate bad design.  By using Design Thinking we can truly empathize with our audience and create a Futuristic KM platform.

Users want to find the closest match of ready to consume content that is trustworthy and most importantly something that fills the wireframe that they have put together through their own research. With the rise of the digital age and advancement in technology, users are made aware of Content Relevancy - a key metric to consume content. Users are therefore expecting High-Value Content to be delivered at their fingertips, and here is where the folly lies as most organizations charter KM teams to meet this expectation.

Take for example an IT company which has many employees, some are new entrants into the workforce, others lateral experienced hires, managers, group managers, vice presidents / business heads and so forth. If you now see clearly you are not talking about creating content for an abstract audience, but a well-defined persona of users who rate the content based on how easy is it to consume to enable them to become successful. 

Hence, it’s important we familiarize ourselves with the process of Content Curation, which is defined as Collecting, Organizing, Selecting, Packaging and Promoting the best content that is tailored for an audience (users).  So what are some of those practices that can help us develop better collections addressed towards these personas of users?

Identify trigger points to deliver content to the group

Once we have zeroed down on a user group we need to ensure we are aware of pushing the content to them and enabling them through this medium to get hooked on to accessing our content and pulling them closer to becoming brand ambassadors of our content. Hence it’s important we focus understanding their unmet needs that should be addressed through our content.

Creating Fresh Content  V/s Curate the Content

As a Knowledge worker you come across leaders, champions and a host of networks. Its important you follow some of their best work whether it a thought paper, research article, knowledge nugget, webinars or other credible content. Take for example a newsletter weekly edition every good curator has a weekly planner of how he wants to schedule this content and while the supporting pieces can be curated from various sources it helps to manage the central piece and create fresh content so the story progresses with each new edition.  I guess we all are familiar with the Pareto Principle where it’s your 20% fresh content that delivers 80% of the hits.

Don’t limit yourself as the only Brand Ambassador of your Content

Content is no good if it cannot be marketed. And many a time as KMers we forget that it’s not just our job to make sure our best content gets delivered out there. So how do we ensure we identify which content can be marketed by our leaders, peers and gets noticed. It’s important to have a watch on the competition yes as many marketers are in need of content and pretty much are the brand ambassadors that Knowledge Managers should credit for ensuring higher touchpoints of the content we curate. Yes, making our knowledge systems accessible through blog posts, webinars and the likes ensures some of our experts get noticed by marketers and their content gets externally published making our work shine.  So don’t limit yourself to only managing your content strategy alone. Like they say don’t lose the trees for the forest always have an eye on the bigger picture and how your content is credit worthy to other communities.

Sharing credit can make you 'content searchable'

There is a plethora of good content out there and many times although we design our content well in advance and define the sources to gather them from we notice that the piece has already got posted most often by the author. So how does this handicap our content delivery process does it make our viewers lose interest even before we want them to find the content? What could be the solution? Well it’s important to ensure we reward our contributors before others do and publish them in our hall of fame ensuring they feel valued with providing us a steady stream of content that is well researched, timely and ensures they reach us as a first choice.

CTRL-R Managing your Content and keeping it up-to-date

The same old problem of governance where Knowledge Managers are chartered with archiving content that is dated a year back. We see less viewership and no this signals lesser number of hits and hence call for action to archive the content by triggering a few reminders. What instead if we take the same piece and work on it adding a few relevant links, headlines re-packaging it and sharing it with the author for the final proof read? There is a high chance it goes to the leaders and they take notice and on publishing the content post it on their private handle or tweet it highlighting their POV for an industry topic that they follow.  This could be the silver bullet and differentiates good curators. Content Curation is as much about the presentation of good content and sometimes enabling our audience with re-packaging their content ensures we develop better collections that are up-t0-date based on our own expertise managing topic based content over time.

Invest time to discover new content and be bold to critique it

CoPs are a great place to notice someone’s point of view and credit them. As a Community Manager we are also chartered with ensuring we respond to every post and at times critics play a big role in leading us to the right content. It’s important to not play silent spectator at all times and sometimes engage in a interaction to challenge a viewpoint as it helps us to learn more about the SME and in-time develop some of their content to build on our existing collection.

In-Summary

In this digital world where content relevance is measured by how practical, credit worthy and ready content is to be consumed it’s important we ensure we understand the importance of curation. While we are designing our content strategy it’s also important we are open to understanding our user persona’s and investing in defining the right trigger points to deliver high-value content to them. As Knowledge Managers it’s also our call to action to hone our content writing skills and contribute to enriching existing content through our deep industry research skills and ensure we expand our network of content creators crediting them. Over time we are all called to play critic and engage and identify SME’s some of whom we can co-partner with to sustain our collections of content and invest our time in becoming experts in our own industry or topics a curators.

Knowledge management is important for any kind of business or company because it helps organizations utilize their collective knowledge more effectively. By managing knowledge correctly, organizations can achieve better results in almost any aspect of their work.

But proper knowledge management is more than just capturing and storing information. To be able to use your organization’s information effectively, you need to use technical writing to manage it in the first place. Hence, here’s the importance of technical writing in knowledge management.

#1 Create High-Quality Documentation

First and foremost, technical writing is necessary for keeping your documentation in check. Technical writing is the type of writing used for all kinds of documents and policies, so you can create high-quality documentation without it.

Knowledge management will require you to create such documentation. These can be documents for internal use (e.g. communication policy) as well as user-oriented documents (e.g. product tutorials). All of them require thorough research and careful organization of information which is only possible with technical writing.

#2 Find Gaps in Internal Data

The goal of knowledge management is to organize a company’s information for further use. However, critical information or data can often be missing – and that’s when you will need to use technical writing to help you fill in the gaps.

Because technical writing generally requires a lot of research, it will be valuable for identifying gaps in your knowledge base and filling them in with relevant data and information. This kind of gap-filling is necessary for maintaining your knowledge base in a good state at all times.

#3 Distribute Knowledge Effectively

Knowledge management is not just about storing information, but also about distributing it to the right audience. Whether you want to distribute it internally among your employees or distribute it to your external audience, you will need to be able to do it effectively.

Technical writing can help you present information in a particular way. You can hire a technical writer who will create the texts for you. Then, you can add infographics and other forms of data visualization to the texts to present the information in a more dynamic way.

#4 Organize Business Processes

The way your company is organized can significantly impact the way it operates. As a result, you could be lagging behind in terms of performance compared to your competitors. But if you organize your company well, it will be easier to achieve the goals you set consistently.

Technical writing and knowledge management are essential for such business process organization. All the documentation you keep will help you ensure consistency across all your activities. And if there are any mistakes or failures, it will be easier to check where things went wrong and how you can improve.

#5 Present Information Dynamically

As mentioned earlier, you could use infographics and other types of data visualization alongside your texts for knowledge management. This way, the information you present can be understood easier by the intended audience.

Dynamic presentation of information is critical for its comprehensiveness. If the reader doesn’t understand what the text is about, they won’t be able to use the knowledge. And because you could have a lot of technical information in your knowledge base, there will be people who will definitely benefit from data visualization.

#6 Train Employees Successfully

Employee training is always difficult for companies to set up and streamline, especially if you just started putting together your team or you have a high turnover rate. Luckily, proper knowledge management will help you with employee training too.

By utilizing technical writing for your knowledge management, you can describe processes in great detail and explain even complex processes in a straightforward way. Hire an experienced writer from the writing agency TopEssayWriting who will help you prepare your employee training program and then create training materials together.

#7 Improve Productivity

This point is directly related to the previous one. Employees who are well-trained are able to perform their responsibilities correctly and even become more productive over time. Moreover, by documenting all these practices, old employees can pass on their knowledge to new employees who join your company.

The more practice your employees get by following the steps of a specific activity closely, the more they will improve their skills. This way, they can eventually perform this activity faster while maintaining high quality.

#8 Reduce Company Expenses

By streamlining your processes through careful documentation, you can also reduce company expenses. Essentially, you will find the most efficient and productive methods and approaches that will help you significantly reduce your costs.

Every organization aims to reduce expenses, and once you are able to do that, you will have a bigger budget for other activities. For instance, by spending less on content creation, you will be able to allocate a bigger budget for customer support.

#9 Become More Efficient

Productivity goes hand in hand with efficiency – and both of them are also connected to cost-efficiency. By streamlining your processes and reducing your expenses, you will already become more efficient.

This can be applied to virtually any aspect of your organization. For instance, you can find a translation service to translate your employee training materials into multiple languages for training your representatives in different countries. You don’t need to create them from scratch.

#10 Upgrade Employee Skills

Lastly, utilizing technical writing for knowledge management will actually facilitate the upgrading of employee skills. This won’t happen directly but will rather be one of the outcomes of using technical writing in knowledge management.

To put it simply, your employees will need to develop their technical writing skills to be able to contribute to your knowledge base. As a result, they will have a bigger and more developed skillset that they will use in their work.

Final Thoughts

All in all, technical writing definitely plays a critical role in the way an organization manages its knowledge. By using technical writing, you can better organize and store all your knowledge as well as use it successfully for achieving a variety of goals.

Companies put new hires through a rigorous training process. However, the time and resource costs are substantial. Companies invest an average of $1,308 annually in the training of one employee. Therefore, it is crucial to concentrate on programmes that ease tension and make the onboarding process economical. 

Onboarding, however, usually takes more time than necessary. According to statistics, 58% of businesses acknowledge that the onboarding process they use is largely paper-based and convoluted. Here, choosing a knowledge management system would enable better distribution, storage, and preservation of all intellectual capital within an organization.

In the end, it ensures improved communication and knowledge transfer within the organization and better training procedures. You can gain access to a knowledge base that is secure and provides self-service with tools like knowledge management system.

Employee Onboarding: Why Should You Pay Attention to It?

It is essential for every business across all industries to hire staff and equip them with an accurate knowledge management system. According to statistics, businesses that concentrate on improving their onboarding procedure observe an increase in employee productivity of 70% and employee retention of 82%.

With the right initiatives, employees are more devoted to their employer in the workplace. When companies make early onboarding process improvements, they see higher employee satisfaction levels and better work quality.

You should realize that proper onboarding calls for more than just hiring new employees and providing them with job-specific training. Instead, brand-new workers need to learn more about the company. They ought to use the information they learn to perform better.

How are knowledge management (KM) and employee onboarding related?

A proper KM system coordinates the onboarding of new employees to offer advantages like:

• Standardized orientation for employees
• Worker role understanding is good
• Higher rates of employee retention
• Increased employee productivity
• Heightened interest from customers

Practices in a KM system make the employee onboarding process more functionally seamless. The impact on employee onboarding is as follows:

• Fast-paced training for new hires using a comprehensive knowledge base
• New hires can meet deadlines on time with the right information at hand.
• Assurance of superior work
• Proper task assignment and collaboration for faster task completion

The main ways that KM would affect employee onboarding are listed below:

1. For new hires, easy access to current company knowledge base 

The sources of information about their companies are unknown to new employees. It makes sense that they are having trouble finding the information quickly. Employees had to search through several sections in traditional onboarding processes to find a single piece of information. That takes a lot of time, though, which leaves new hires with less time to concentrate on other crucial elements.

As a result, it's crucial to introduce new hires to your KM platform at an early stage of the onboarding procedure and to ensure that they are aware of the information that is stored there and how to find it. Implementing a KM system will empower the employees to locate the information they need quickly whenever it is needed (without having to look for a subject matter expert or spend time searching through different files and folders).

Building a knowledge base can serve as a single location for all information so that new hires can quickly conduct data searches as needed. It provides a safe platform for sharing files and documents where you can keep all downloads and files and give your staff easy access to them.

2. Benefits from Self-Service

When brands include a knowledge management system in their onboarding programme, new hires can experience an independent working environment. They can look up information about the business, including tacit, implicit, and explicit knowledge, with ease. 

Clean code customization

The information and codes on this platform are all clearly laid out and readable. For better categorization, filters are available. It makes systematic searching simpler for both new and seasoned employees.

Strong search engine 

This platform's centralized knowledge base comes with a top-notch search engine. The fast deep indexed details allow employees to quickly search for any information in the system and obtain it in a matter of seconds. Users can also easily find files without knowing their names thanks to the software.

3. Quick Onboarding

Companies must quickly induct new hires into the duties of the organization. They can begin the actual work more quickly in this way. As a result, in traditional onboarding programmes, existing employees spent a considerable amount of time educating new hires on company policies, customer information, arrangements, employee training tools, and partner names.

It has two negative effects on businesses. Older employees spend a large portion of their workdays training rather than performing their duties, whereas new hires take a long time to learn. Employees can easily access company processes, policies, cycles, and frameworks with the help of a well-structured knowledge base.

As a result, new hires can progress through their training programme more quickly, and senior employees can concentrate on increasing productivity. Implementing a knowledge management platform ensures better time management by lowering the overall stress of existing employees supporting new hires. Find out more about how a central knowledge base reduces the time needed for employee training.

Higher Productivity

Employees who are familiar with their roles are more likely to carry out their tasks successfully, and the onboarding process teaches new hires the best practices for doing so. If they have the necessary knowledge base. 

According to statistics, an effective onboarding procedure increases new hires' chances of staying with a company by 82%.

More effective teamwork

Early on, it's impossible for new hires to seamlessly integrate into teams and existing organizations. They typically have a way to communicate with coworkers and other professionals who are training them thanks to the onboarding programme.

Users can benefit from services like Knowledge Collaborations thanks to knowledge management system programmes. Here, everyone on the team and the creators of the content can communicate, exchange ideas, and pass messages cooperatively for complete social team participation.

Conclusion

If customers receive timely resolutions, the customer experience (CX) can be improved. Customers' questions are likely to be handled more effectively by trained staff. Better and more knowledgeable agents encourage brand loyalty. Additionally, the customer forms an impression of the business in their mind and develops a sense of trust for it. 

Employee onboarding benefits both customers and agents with the help of a knowledge management system.