Many organizations believe that a simple document holder or database with a search bar is a knowledge management system. It’s a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service.
What’s the Confusion?
Let’s clear it up. A knowledge base is essentially a storage system – whether it’s a stack of notebooks, a shared drive, or a database with a search bar. While it’s helpful for archiving, it often requires significant time and effort to find, read, and apply the correct information.
A Knowledge Management System (KMS), on the other hand, is a dynamic platform designed to enhance productivity and decision-making. It not only organizes and stores information but also delivers the right answer in seconds, supports seamless workflows, and ensures both agents and customers stay informed. Some systems even leverage Generative AI.
Key Features of a KMS
Here’s what makes a KMS the game-changer in today’s contact centers:
- Speed of Delivery: Unlike traditional document holders, a KMS is designed to deliver answers within seconds. Some systems can even work at conversational speed, providing quick solutions without requiring agents to sift through multiple articles to try and find the right answer for the customer.
- Feedback Loops for Continuous Improvement: Missing details? Typos? Outdated processes? KMS platforms allow agents to flag issues, providing instant feedback to the knowledge team. Advanced systems notify agents when changes are reviewed, updated, and published, boosting engagement and trust.
- Streamlined Communication: Replace overwhelming email updates for agents with real-time announcements directly in the system, reducing confusion and ensuring agents stay up to date.
- Integrated Processes: No more switching tabs or juggling tools. A KMS allows agents to follow step-by-step workflows, use decision trees, and access talk tracks seamlessly while assisting customers. Some KMS can be integrated with a CRM and other software platforms
- Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further. Some systems offer dashboards and data insights to measure effectiveness by customer case, agent, and even channel, empowering better decision-making for leaders.
- Personalized Access and Permissions: KMS tools provide flexible permission levels so teams or roles can access tailored information. This ensures everyone gets the answers they need without being overwhelmed or confused.
- Agent Multi-Channel Support: Agents communicate differently across various channels, whether it’s phone, email, text, social media, chat, or video. KMS platforms make sure the knowledge is tailored to fit each platform. Agents get the information they need for each channel, in a way that’s easy for the customer to understand, all from one central source.
- Customer Self-Service: A KMS can go beyond the contact center to power customer self-service options like website FAQs, mobile apps, chatbots, and customer portals. This allows customers to get the answers they need, on the channel they prefer, whenever they need them.
- Generative AI: Some KMS platforms use Generative AI to draft initial knowledge articles, organize and streamline information, or assist agents in real-time. However, human quality assurance is still essential to ensure accuracy.
Closing Thoughts
This isn’t your mother’s contact center anymore. A knowledge management system bridges the gap between information overload and streamlined efficiency, enabling your agents to work smarter and your customers to get faster, better answers.
Since all knowledge management systems are not created equal, investing in the right KMS isn’t just a nice-to-have – it’s a game-changer for the modern contact center. Whether your organization prioritizes speed, process, or risk management, with the right tools, your contact center can move beyond outdated document holders and into a future of efficiency and engagement.
Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Recognized as a subject-matter expert on virtual/work-at-home environments and leadership development, Vicki helps members in a variety of topic areas including innovative and progressive solutions that impact increasing higher CSATs, first call resolution, new agent speed to competency and higher productivity…all while engaging team members and reversing high absenteeism and attrition.
