
Systematizing Knowledge for Better Outcomes


Yossi Caspi, CEO, KMS Lighthouse
Barriers in Meeting Customer Expectations
Nowadays, many organizations face challenges when trying to meet customer expectations of impeccable service, anywhere and anytime. Not only could these expectations translate into losing business from the customers themselves who had a bad experience, but it could also have a wider effect. In today’s world, customers post poor service experiences on Twitter or other social media platforms, and these Tweets and posts tend to have a large audience. They harm the company’s sales and reputation. Therefore, instead of educating their customers, organizations should adapt themselves to today’s changing world. To do that, companies need a knowledge management system, alongside other customer service systems, that can provide them with tools to improve their sales and customer service, make their work more efficient and reduce their operational costs.
Leveraging Technologies
Today, the most advanced knowledge management systems know how to structure business knowledge into a central business container, which can then be consumed in real-time by various channels: in the office, at the store, in the field or through digital channels.
“Most organizations have two problems with software supply chain management; knowing when the components have vulnerabilities and knowing which components are in the product”
Template-based management of the content provides consistency of knowledge presentation, smart searching and indexing capabilities, and the ability to conduct comparisons. These enable agents to work faster and more accurately. Agents are able to quickly and easily search or navigate through large volumes of i n fo r m a t i o n, which may reside in various formats, and gain access to the answers they need in real time. Instant knowledge updates and complete and consistent information further improves operational efficiency, reduces overall customer interaction costs and increases profitability.
Organizing Knowledge
The right knowledge management system can provide organizations with tools to produce higher sales conversions, lower customer churn, increase employee productivity, lower operational costs and increase customer satisfaction and loyalty.
By organizing structured knowledge into one central and unified source, knowledge becomes accessible to users from all company departments: sales, customer service, marketing, training, product m a n a g e m e n t, and IT. This results in reduced training times, improved KPIs, calls diverted to online channels, shorter execution time and a unified customer experience.
Improving Knowledge Abilities
Implementing a new knowledge system can be challenging. That’s why it’s important to choose a professional provider that has experience and recommendations and will work hand in hand with you. By putting in a one-time managed effort, organizations can maximize on their existing knowledge capital and resources, giving them a huge advantage in their market.
ON THE DECK
Featured Vendors
EDITOR'S PICK
Essential Technology Elements Necessary To Enable...
By Leni Kaufman, VP & CIO, Newport News Shipbuilding
Comparative Data Among Physician Peers
By George Evans, CIO, Singing River Health System
Monitoring Technologies Without Human Intervention
By John Kamin, EVP and CIO, Old National Bancorp
Unlocking the Value of Connected Cars
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
Digital Innovation Giving Rise to New Capabilities
By Gregory Morrison, SVP & CIO, Cox Enterprises
Staying Connected to Organizational Priorities is Vital...
By Alberto Ruocco, CIO, American Electric Power
Comprehensible Distribution of Training and Information...
By Sam Lamonica, CIO & VP Information Systems, Rosendin...
The Current Focus is On Comprehensive Solutions
By Sergey Cherkasov, CIO, PhosAgro
Big Data Analytics and Its Impact on the Supply Chain
By Pascal Becotte, MD-Global Supply Chain Practice for the...
Technology's Impact on Field Services
By Stephen Caulfield, Executive Director, Global Field...
Carmax, the Automobile Business with IT at the Core
By Shamim Mohammad, SVP & CIO, CarMax
The CIO's role in rethinking the scope of EPM for...
By Ronald Seymore, Managing Director, Enterprise Performance...
Driving Insurance Agent Productivity with Mobile and Big...
By Brad Bodell, SVP and CIO, CNO Financial Group, Inc.
Transformative Impact On The IT Landscape
By Jim Whitehurst, CEO, Red Hat
Get Ready for an IT Renaissance: Brought to You by Big...
By Clark Golestani, EVP and CIO, Merck
Four Initiatives Driving ECM Innovation
By Scott Craig, Vice President of Product Marketing, Lexmark...
Technology to Leverage and Enable
By Dave Kipe, SVP, Global Operations, Scholastic Inc.
By Meerah Rajavel, CIO, Forcepoint
AI is the New UI-AI + UX + DesignOps
By Amit Bahree, Executive, Global Technology and Innovation,...
Evolving Role of the CIO - Enabling Business Execution...
By Greg Tacchetti, CIO, State Auto Insurance
Read Also
Challenges that Compliance Officers face Today
Risk Exposures and How to Tackle them
Creativity Overcomes Scarcity
Putting The Customer At The Centre Of The Energy Transition
The Rise of Algorithmic Trading In The Power Sector
How to Align the Business and Operating Models of an Insurance Company
