You’ve set your goals for the year, and you think you’re making progress. But, is it enough progress? As we enter Q2, now is a good time to take the temperature of your KM plan, and determine if the progress you’re making is sufficient or if additional changes need to come. Here are some signs to look out for that you still have work to do on your KM plan.
You don’t have a KM management plan in place.
This is the most obvious sign you’re in need of a change, of course. However, the importance of your company having a plan to not only capture knowledge, but also to eliminate less-useful content, cannot be overstated. As any company grows, it collects content in the knowledge base that needs an update or is no longer needed at all. It’s crucial for your customers’ satisfaction and that of your customer support agents to create a knowledge management plan to identify out-of-date content and how it is to be handled. If your company doesn’t have a KM plan in place already, mark this year as the time to start one and transform your knowledge management practices.
Your customer support reps don’t know how to handle certain customer issues, so they escalate them to their managers.
Do your customer service reps do this often? There may be a couple of reasons behind this practice. Perhaps your CSRs have insufficient information available to them in the knowledge base to instruct them on how to handle these customer issues, or perhaps the answer exists, but they simply don’t know how to find it in a rapid fashion. Either way, if your CSRs are defaulting to a state where they send issues with an unknown solution to their manager, it’s time to think about how to transform your KM plan. You need to have best practices in place for collecting undocumented solutions and adding the missing solution to the knowledge base, as well as procedures for communicating the location of those answers to your CSRs so that they can find the solutions they need on the fly.
Your customer support reps only discuss issue resolutions amongst themselves.
It’s all well and good for your customer support reps to discuss amongst themselves best practices for handling specific customer issues, but if there is no involvement in those discussions from the knowledge management team, you are losing valuable knowledge, simply by your team’s exclusion from the conversation. You need to add procedures into your KM plan for meeting with your CSRs and including them in the knowledge management process. The more they are included in your KM plan, the knowledge base, and the transformations you made to both, the more confident the CSRs become that they can turn to the knowledge base for whatever information they need. This makes your CS team advocates for your KM plan, and every voice in your corner counts when it comes to buy-in for future changes you want to make to the knowledge base and the KM plan.
On April 28th, we are following up on our popular guidebook, How to Build a Knowledge Management Transformation Plan that Wins Executive Support with a webinar on The 5 Biggest KM Transformation Challenges You’ll Face.
Join us for proactive solutions and advice to overcome the obstacles that hold back your knowledge management program.