How well you manage to create, store and disseminate information in a one stop centre, a helpdesk or any other type of customer service institution will be fateful for the success of your business. A one stop centre that only employs people to inform the public that the issue has been made sure to be taken care of by a responsible party is as useless as pointe shoes for a hippo.
It is important that customer service representatives (CSR’s) have a clear role in providing customers with necessary information about services, products and status. In order for them to be able to deliver qualitative service to your customers at first contact, you are to make the process of how knowledge is captured, managed and kept up-to-date as seamless and their work as efficient as possible. Here are some things that I think are, though important, often neglected when procuring a system for knowledge management.
1. Web-based systems
Web-based knowledge management systems are easy to maintain and they are (or must be) future-friendly and bullet-proof.
2. Real-time updates
Refreshing a page to see if something new has been added is yesterday. Make sure the CSR’s have access to the latest version of a document, whether they have just opened a page or have had it sitting in an open browser window for hours.
3. Simultaneous collaboration
“The document is locked for editing. Try again later.” should never be an option. Social collaboration in real-time is not a phenomenon too old not to be implemented and utilised in a knowledge management piece of software.
4. Comments, flags and notes
Your customers, and therefore your one stop centre, know more about the current events that might affect your rules, regulations and content than you are aware of. Make it possible for CSR’s to flag or leave comments and notes on content.
You CSR’s, if anyone, need to stay in the loop of things constantly. Make it possible for them to choose to be notified about every little detail or update. You don’t want to risk your customers being misinformed by a one stop centre employee that did not receive an update.
Also, it is important that the comments, flags and notes on content get taken care of by adequate authorities in your organisation. Helpdesk for your helpdesk is crucial, which, again, points to the importance of having functioning underlying processes.
6. Segregation and adaptation of content per user
Finally, all CSR’s are not, I suppose, expected to know everything about everything. Do not show irrelevant content to your CSR’s. Let them instead choose which content to display should the need arise.
What are your tips on optimising the process of distributing knowledge in a one stop centre? Please, share them with me in the comments below or on Twitter @clartem.