“Sharing knowledge is sharing wealth.”
– Andrew-Knox B Kaniki, Author
Today, efficient knowledge management isn’t just a ‘nice-to-have’ thing, but a necessity for sustainable growth and customer satisfaction. Companies that effectively manage knowledge see a 10-40% increase in operational efficiency with significant employee and customer satisfaction improvements. Simply put, the power of KCS (Knowledge-Centered Services) lies not only in managing knowledge but transforming how enterprises capture, share, and use it to connect technology, people, and insights smoothly.
What is KCS (Knowledge-Centered Service)?
Knowledge-centered service (KCS) is a refined and robust approach that provides a structured approach to creating, reusing, and managing knowledge effectively during continuous improvement. This is how teams can answer customer queries quickly, deliver answers to users, and drive improvements in products and services.
Let’s understand it with an example.
When an agent resolves a complex issue, he documents the steps, solutions, and any relevant information. This knowledge is stored in the central repository and is accessible to all. If another customer encounters a similar issue, the agent can quickly search the knowledge base, find relevant articles, and apply the solution, thus reducing resolution time and improving customer satisfaction. Thus, by following KCS principles, teams can build an up-to-date knowledge base, empowering agents to provide consistent, accurate, and efficient support.
Here’s what KCS involves:
KCS aims to transform knowledge into a dynamic asset, continuously updated as the organization learns and grows.
Quick Fact: Introduced in the mid-1990s, KCS was designed to shift the traditional support model by embedding knowledge into the workflow, transforming the way enterprises manage and leverage knowledge. Over the years, KCS has seen a remarkable evolution with a 50-60% increase in case deflection rates in companies that adopt KCS. Moreover, enterprises report a 30-50% reduction in support costs and an average of 20-40% improvement in employee satisfaction.
Here’s How Knowbler Helps in the KCS Loop
SearchUnify Knowbler is an Agentic AI-fueled Knowledge Management Solution empowering employees to create, review, and share knowledge, within their workflows. It addresses the Solve and Evolve Loop in the following way:
- Solve Loop: Through advanced ML algorithms, it automatically populates and indexes content into KCS pre-defined templates to ensure easy content findability, relevance, and searchability. That’s how knowledge workers can easily review, flag, and update content, ensuring the knowledge base’s (KB) accuracy to foster continuous learning improvement.
- Evolve Loop: Aligns the ROI of cognitive technology by utilizing KCS usage analytics and tracking case deflection trends. Seamless process integration helps enterprises monitor and improve content health and customer support quality.
Given below is a visual description of how SearchUnify Knowbler ensures efficient knowledge creation, curation, and improvement, closing the loop for a complete KCS process.
Simply put, Agentic AI-fueled Knowbler helps in balancing people, processes, and technology. The right technology and strategy are the foundational core for KCS Success.
Quick Fact: Initiated as a customer support solution, KCS has now become an enterprise-wide strategy with organizations like Microsoft and CISCO being the early adopters. They integrated KCS to propel the self-service ecosystem and optimize knowledge sharing.
As Peter Drucker rightly said, “Knowledge has to be improved, challenged and increased constantly, or it vanishes.” KCS proudly adapts this philosophy while continuously evolving to meet the needs of modern enterprises, ensuring that technology, people, and knowledge are seamlessly integrated and connected.
Here’s How Syntellis Leveraged Knowbler For Enhanced Support Outcomes
To optimize customer service experience and knowledge sharing across the enterprise, investing in the right Knowledge Management Solution (KMS) was a priority for Syntellis. Their challenge lies in balancing people, processes, and technology, making it easier for the knowledge workers to find, create, and share knowledge.
Initially, only 25% of their content was accessible to customers due to a lack of knowledge-sharing culture. However, after three months of using Knowbler’s pre-defined templates, intelligent knowledge linking, and content findability features, there was a 60% improvement in knowledge availability for the customers, leading to quick resolutions and more empowered agents.
The Results?
- 23% increase in customer self-service searches
- 263% increase in knowledge-linked article clicks
- 18% reduction in case volume
For Syntellis, Knowbler proved to be an integral part of their knowledge management strategy, inculcating a knowledge-sharing culture and driving measurable outcomes.
Request a demo to see how Knowbler aligns with KCS methodology to streamline knowledge creation, capture valuable insights, and keep your knowledge base up-to-date.