Knowledge Management Best Practices for a Successful Customer Support Experience

Despite a decade of extremely high spending on knowledge management processes and technology, few companies are satisfied with existing KM programs. In TSIA’s 2020 Knowledge Management Survey, using a scale of “1” being “Needs a lot of work,” and “10” being “Awesome,” the average rating for both employee-facing and customer-facing knowledge programs averaged a disappointing 5.5. In the same survey, 70% of respondents said they could boost employee productivity by 20% or more if they could only better capture and share knowledge.

Knowledge is the core of the customer service experience—both assisted and unassisted. With formal knowledge processes, such as knowledge centered service (KCS), so well documented and understood, why do companies continue to struggle to improve knowledge programs? And with customers increasingly preferring self-service, why is delivering a personalized and relevant self-service experience continually out of reach?

In this webinar, TSIA’s John Ragsdale will highlight some common challenges to successful KM and how to overcome them. And from OSIsoft, a market-leading data management platform for industrial operations, Business System Analyst, Darragh Perrow and Knowledge Engineer, Alex VanFosson, will share their strategy for bridging knowledge and both the employee and customer experience, including:

• Key considerations for a knowledge management (KM) strategy.
• Best practices for identifying content gaps and leveraging voice of the customer.
• Ways to streamline and accelerate your KM program.