Knowledge Management Software - A Growing Necessity For Every Company
Article ID: 1013 | Rating: 4.7/5 from 3 votes | Last Updated: Thu, Oct 10, 2013 at 6:42 PM
As companies adapt and change with the new technologies and environments, certain needs start to emerge. It is important to not only keep track of information, but to gather and compile it from all sorts of sources, before planning accordingly. For this, knowledge management (KM) software has become increasingly popular, and is steadily growing in demand.
Generally, Knowledge Management Software is built to help individuals and Small-to-Medium-Businesses build new knowledge and improve the customer experience, but there are several different ways to go about that; around 1500, actually, from acting as a simple database, brainstorming software, to actively searching for customer reactions. No matter how it goes about it, KM software combines a multitude of unstructured information sources to uncover information important to the company’s needs.
Knowledge management software is in demand right now, judging by the various acquisitions made around them. There are companies that recognize the value and necessity, and have acted fast to get their hands on the KM software that best suits their needs.
As customers have had an increasing number of concerns and questions, knowledge management has become a key issue for call centers. Rather than forwarding a call to an agent who might have the answer, knowledge management software can store key information, answer customer questions, and even track social media interactions and provide CSR training. Its need should be self-explanatory in call centers - when it’s an agent’s job to know something, having software to make sure that information is available is always helpful.
It is clear that knowledge management software is an excellent tool for innovation, adaptation, and general assessment. With all its uses and capabilities, it’s almost surprising it’s taken this long to catch on as it has.