The contact centre is where relationships are built with customers – its where customers can be converted into advocates for your brand.
Consistent, accurate and up to date Information helps customer facing agents make informed decisions quickly when dealing with your customers. However, the information will probably be saved in multiple systems and is unlikely to be connected. This results in information silos and prevents critical knowledge sharing.
In this blog we will explain what an information silo is? We’ll also look at why information silos happen and steps you can take to prevent them.
Information silos hold data in a standalone, enclosed space. There may be a few cases where information needs to be siloed e.g., for security reasons, but in most cases, siloed information within a contact centre does more damage than good. When the contact centre is disconnected from the rest of the workplace due to silos, agents will fail to get an understanding of:
For many reasons, but they can be categorised into these broad areas:
When information is not readily available in the contact centre it can result in faulty decision-making based on inaccurate or out-of-date data. This could lead to agent frustration and result in missed deadlines, misplaced priorities, or an outright failure to achieve business goals.
Inconsistent or negative experiences for customers
Suppose you have multiple teams engaging with customers, such as marketing, sales, and support. If you do not share information to create one integrated approach or share insight into a specific customers’ needs and pain points, the customer experience becomes difficult and fragmented.
Duplication of effort
"Siloed, inaccessible knowledge creates operational risk and leads to duplication of effort” say APQC. Imagine your call centre has an issue experienced by more than one department. Agents are working hard to solve the problem, but thanks to the silo effect, they do not communicate with each other. More time is wasted by separate teams trying to solve the same problem when they could have been collaborating to reach a resolution much faster.
Missed opportunities for innovation
Knowledge sharing fosters innovation by giving customer facing teams access to insights and conclusions they may not have otherwise.
Establish a sole source of truth for knowledge
It is crucial you centralise information into one accessible system. Look for a knowledge management platform like KnowledgeIQ that integrates with tools your agents use daily—such as a CRM (Customer Relationship Management) or chat platform — so they can access knowledge in the flow of work rather than toggling between multiple platforms.
Establish clear workflows
Make sure staff know where, when, and how to share information. The more you streamline the knowledge-sharing experience and make it relevant to their efforts, the more likely staff will use this solution.
Encourage a culture of departmental collaboration
Customer facing staff should feel comfortable working with other teams and departments to solve problems and meet customers’ needs. Encourage inter-departmental collaboration by fostering those working relationships and giving the entire workforce access to a place where they can easily add, update, or request information from each other.
The only way to figure out how well your silo-breaking attempts are working is by measuring progress. To ensure a successful knowledge management implementation, set clear goals, figure out which metrics you will use to measure performance, and get buy-in from the entire organisation.
The contact centre has a negative reputation for being a “cost centre” within businesses. However, as organisations become increasingly focused on the importance of customer experience for growth, the contact centre has increasingly more value than ever.
Do not leave your contact centre out in the cold. Remove the silos and start discovering the benefits of a knowledge management system. Knowledge IQ will give ownership and confidence to everyone by centralising your sources of information and content creation.
Want to find out more on how KnowledgeIQ can help you bring together and retain your organisations knowledge. Request a discussion with of our experienced team members today or download or brochure for more information.
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