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Do You Make These Mistakes in Knowledge Management?
Uncover 4 common KM challenges and their solutions to help you think through your organization's knowledge management process. Minimize the knowledge sources your employees or customers have to search, improve employee and customer satisfaction, and improve your KM practice by tackling these challenges.
- Technology Fatigue
- Inconsistent Omnichannel Experiences
- Outdated Knowledge
- Relying on Jumpwords
Ineffective search within your KM system can be costly for your organization, knowledge workers, and customers. Not only does it waste time for the user searching, but it means the content your team spent time creating doesn’t get into the right hands when it should. It can also increase the number of calls to your customer support desk or IT teams, slow down operational efficiency, and disrupt the customer experience. Lastly, if your teams can’t find the right information, they may operate using the wrong information which can cause internal and customer-facing problems.
With an effective knowledge management process, you can improve both employee and customer satisfaction. The easier it is to access information, the better overall experience users will have with your organization, whether they work for you or buy from you. It will also help take the pressure and work off of your support teams by freeing them up to help solve other customer or employee issues. Lastly, effective knowledge sharing will help keep everyone on the same page with the most up-to-date information readily available.
AI can be an extremely useful tool in your knowledge management system and in minimizing common knowledge management challenges. First, it can provide more relevant search results for each particular user, creating a more satisfactory employee and customer experience. Secondly, it can help pull data and content from multiple sources for the most effective way to retrieve your internal and customer-facing knowledge. AI-powered tools like Coveo offer organizations a faster, more accurate way to provide critical information when and where it’s needed and improve your overall knowledge sharing culture.
