2023 is projected to be the year of prompt and speedy customer service. In fact, a recent analysis of 107 million service interactions suggests that speed is the most important factor to improve customer satisfaction.
But to deliver a seamless and speedy resolution, it is pivotal to reduce customer & agent efforts. And all of this demands effective knowledge management in place. After all, it ensures the right information reaches the right audience at the right time.
However, there’s a catch: with an avalanche of trends popping in, organizations are looking for ways to redefine KM. So where to start?
Glide Through 2023 with the Top 5 Knowledge Management Trends
Let’s jump right into the latest developments in the knowledge management sphere:
1. Augmented Reality (AR)
Remember when the world went crazy trying to catch pokemon all day? Well, that’s AR for you! Now, it has become a powerful tool that can be deployed for various services when powered by a robust Knowledge Management System (KMS). Let’s understand better with an example.
The quality of your customer service is directly proportional to the quality of your customer service team. So, when you are dealing with new hires, expediting their training and onboarding should be a top priority. This is where AI and AR can be used to integrate employee training programs into KM systems through visuals, videos, and other useful content for new members. Doing so will cut exorbitant training costs and augment efficiency by equipping employees with the information they need in real-time.
2. Data Security and Privacy
Fact: Deloitte Global predicts that revenue growth will remain above 30% for 2021 through 2025 as companies migrate to the cloud to save money, become more agile, and drive innovation.
The advantages of using a cloud-based KM solution are galore. For starters, there is no need to invest in more infrastructure or tie up internal IT resources to support the software even while an organization’s KM environment grows. Furthermore, cloud-based KM platforms do not require any implementation but can pull data from other systems to help expedite deployment.
However, as cloud ecosystems mature, the same platforms, technologies, and services that make them so powerful also make them vulnerable to cyber threats. Hence, secure cloud-hosted knowledge management solutions will gain traction in the year 2023 and beyond for organizations that are looking to protect sensitive data from malicious hackers.
According to IBM, more than 80% of executives consider security a brand attribute that differentiates their organization.
3. Proactive Knowledge Retention
Did you know that individuals forget about 50% of information within one hour of hearing it?
Just imagine what would be a scenario with organizational knowledge. How? Everytime an employee quits due to better opportunities, retirement, or layoffs, there is a loss of critical knowledge. In fact, Harvard Business Review reveals how companies that carried out mass layoffs suffered a 20% job performance decline due to added responsibilities and lost knowledge.
To mitigate the risk, organizations are planning to go big on knowledge retention in 2023. For that, they must encourage employees to share and document tacit and acquired knowledge as a by-product of their workflows. Cognitive apps like Knowbler simplify this process of creating, storing, and disseminating information. If you’re wondering how then feel free to take the app for a quick spin.
4. Predictive Knowledge Delivery
Firms channelize most of their efforts and time towards organizing their knowledge base to convert their employees’ individual knowledge into shared institutional memory. However, they do so with a complex and obsolete structure of categories followed by multiple layers of sub-categories.
It’s time we flip the old ways of organizing the knowledge base (KB) and make way for content tagging in 2023. Adding tags to each article can combat the constant erosion of an organization’s valuable information. Tagging empowers search engines to crawl the articles easily and eventually surface the appropriate documents. If you’re not using a tagging system to fortify your folders and search already, then you might be losing $47 million in productivity annually.
5. Headless Experience in Knowledge Management
Traditional CMS solutions can fall short for organizations looking to deliver more relevant and tailored content to their customers. This is especially true when the content needs to be delivered through a variety of channels like the web, mobile applications, and so on. This is where our last trend—Headless CMS for effective KM comes into the picture.
A headless CMS organizes content without a frontend presentation layer like your website. The absence of a “head” enables you to choose different outputs (websites, mobile apps, etc.) to deliver your content using Application Programming Interface (API). This decoupling of content authoring and delivery allows your content components to be distributed to multiple devices or channels. Interesting, right?
SearchUnify Is Right Here To Vanquish All Your KM Woes
Happy to mention that recently, SearchUnify got honored for the third time in a row as one of the ‘Top 100 Companies That Matter in Knowledge Management.’
SearchUnify will continue to help you in redefining your KM strategies and stay ahead of the competition !
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