Knowledge Management : Learning
Implementing a knowledge management solution ensures information transfer between new recruits and industry veterans.
With ViiBE, transform everyday operations into learning material.
Knowledge management is an essential process by which companies find, organize, share, and manage information within and between their internal teams. This exercise in purposefully structuring and distributing important information and experiences to employees allows organizations to better meet their objectives. This is possible because implementing information support systems and distributing knowledge to team members helps them access the right information at the right time, leading to more efficient and optimized operations.
Knowledge management is also important in customer service operations. Companies can provide easily accessible and user-friendly content to address common questions or issues from customers. Building and updating a knowledge base for customers demonstrates a company’s commitment to continually improving the customer experience and helping customers successfully use its products or services.
The two principal types of knowledge management systems (KMS) are Enterprise-wide knowledge management systems and Knowledge work systems. Enterprise-wide knowledge management systems are company-wide processes aimed at gathering, organizing, and sharing knowledge and content that increases overall operational efficiency. These systems provide tools to implement knowledge management practices into internal workflows, so critical information is readily accessible to all, and so employee experiences can be saved and used to promote best practices.
The purpose of Knowledge work systems (KWS) is to discover new information that applies to and can be integrated into the company. These systems require access to knowledge base software with data in order to generate graphics and analyses and perform document management.
There are generally four operational components that can be integrated into an organization in order to create a well-rounded and fully functional knowledge management system.
1. Content management
One of the first steps of integrating KMS into a company is to organize the data and information that you want to be available for employees or clients into one location. This could include information such as:
- Content portal
- Results dashboard
- Case studies
- FAQ pages
- Academies and training programs
2. Locating the appropriate expertise
A useful way to acquire new knowledge is to speak directly to people with the specific expertise you are seeking. The challenge for many people is to know who the right expert would be to reach out to for the needed information or problem resolution support. ViiBE integrates this element of knowledge management directly into its system through its expertise call routing feature.
3. Best practices
The third element is to outline best practices based on real experiences. Capturing authentic lessons learned and sharing best practices allows employees to benefit and grow from the experiences and process of their colleagues.
4. Communities of practice
The final component is communities of practice, or groups with mutual passions or specializations, that improve their knowledge through group discussions and interactions. In smaller organizations, this could simply mean learning from your teammates or bosses during meetings or coffee chats. In larger companies, these interactions may take the form of structured groups that have organized meetings to share information around a topic or skill.
These community groups provide colleagues with opportunities to get together and share their experiences or best practices in a positive and engaging way. They are also an effective tool for encouraging the spread of knowledge and learning new ways to optimize operations.
Internal knowledge management systems can be difficult to put in place. Companies have to find a productive and appropriate way to collect and organize the information so that the management system can promote best practices and be accessible to all.
Thankfully, the integration of knowledge management software is unnecessary when using ViiBE to handle customer tickets and interactions. ViiBE’s knowledge management solution is directly integrated with its video assistance solution, so the feedback and best practices from support interactions are automatically organized within the ticket archives.
Employees accumulate knowledge
ViiBE is focused on Enterprise-wide knowledge management systems. ViiBE’s solution integrates this kind of KMS by gathering best practices and archiving expert experiences directly in its ticketing system. Throughout their careers, employees gain valuable experiential knowledge. With every new maintenance activity or customer support ticket, the employee has an opportunity to gain knowledge and discover a new way to approach or solve an issue.
The challenge is then for the organization to figure out the most efficient and seamless way to pass on this industry knowledge to novice workers. This becomes even more critical when retirement approaches, or when unexpected crises hit, such as the Covid-19 epidemic as these events can disrupt the workforce, resulting in the loss of critical tacit knowledge. Emphasizing knowledge management and highlighting best practices when resolving complex issues boosts the organization’s decision-making ability.
Why implement a
Knowledge Management solution?
Having an experienced workforce that is knowledgeable of the industry’s best practices is key to improving operational efficiency and reducing errors. Knowledge management solutions build a bridge between concrete operational experiences and learning departments. By making sure that a company’s expertise is accessible to all employees, organizations create smarter workforces that make quicker, more informed decisions that benefit the company. This also promotes diversity in critical thinking by highlighting and sharing different approaches to resolving problems. Digitizing the operating procedures helps avoid the loss of knowledge due to retirement or lay-offs.
Redistribution of knowledge
ViiBE’s ticketing and archiving system is a useful tool for retaining and passing on the knowledge of industry veterans. ViiBE’s video archives increase the speed and efficiency of new recruit training by providing consistent explanations of solving real challenges where they can see each step of how to resolve the specific issue. Training officers can select key interactions to integrate into the onboarding of new recruits as a part of their knowledge management strategy. Sharing expertise with new hires allows them to become operational more quickly.
Rewatching past videos is also beneficial for established workers who are looking to expand or improve their competencies. Gaining quick and seamless access to a knowledge base can help employees better understand how to approach issues in the field. If an expert is assisting a field technician or customer, the expert may encounter complex issues that he or she is unsure of how to tackle and solve. With ViiBE’s KMS, the expert can search in the ticketing archives for similar problems that other experts have previously solved. This is possible thanks to ViiBE’s ticket tagging system and filter capabilities.
Once the expert has found the required solution, he or she can use the callback function in ViiBE to trigger another call with the same person. This new call will be registered and information stored under the same ticket file as the previous call, for optimized knowledge organization. With ViiBE’s KMS, experts are better equipped to solve challenging problems and avoid errors.
Self-service with previous tickets through deep learning
If an operator finds him or herself in a situation similar to one that has previously been resolved with a ViiBE call, he or she can extract information from old tickets to see how past issues have been solved. Operators can search for tickets with specific people, tags, or titles to narrow their search. This self-service system enhances learning and makes maintenance more efficient.
Self-service is an important tool for empowering people. Just as customers are more satisfied when companies provide self-service materials like FAQ pages, tutorial videos, etc., employees are also empowered by banks of self-service information. In general, people are more satisfied when they are able to help themselves rather than needing to reach out to someone else for assistance. Businesses can facilitate this self-empowerment capacity by providing easy access to a base of knowledge. This will increase employee satisfaction because they will feel more competent in being able to provide answers and solutions, while also continuing to upskill and expand their knowledge.
Self-service knowledge bases create long-term value for companies. Access to key information gives employees the opportunity to resolve issues faster, in fewer iterations, and to reduce the number of on-site displacements. This also creates a more positive remote assistance experience, because the person in need of help feels that their problem is understood and is able to receive the support they need quickly and without difficulty.
Would you like to learn more about our product and how a video assistance solution such as ViiBE can help solve some of the challenges you are faced with? Get in touch!
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