Knowledge Management is Changing The Telecom Industry

Telecom Knowledge Management Implementation

Innovative technology solutions can help organizations struggling with knowledge management, but it’s people who make them succeed. Telecom employees must be educated on how sharing explicit and tacit information that’s stored in a central knowledge base makes them more efficient and their employer more relevant.

People and technology working together offers the best opportunity for creating knowledge in human history. Still, new ways of working, changing workforce structures, and evolving technologies are making traditional knowledge management views obsolete. With only nine percent of organizations saying they’re prepared to address these new realities, it’s apparent more must be done.

What is Telecom Knowledge?

Knowledge has always been a critical differentiator in driving organizational performance. Telephone, mobile service, and cable providers are the most common examples of telecom companies. As a service industry, telecom providers have as their primary objective delivering consistent and reliable telecommunication services to their customers.

A solid knowledge base helps individuals and teams collectively and systematically create, store, share, and apply knowledge to better achieve their objectives. Designed and implemented correctly, it:

• Uses predictive modeling and machine learning to speed response and resolution times.
• Empowers people with actionable information they can use to standardize the customer experience, be it for first-time visitors or longtime customers.

5 Ways Knowledge Management Supports the Telecom Industry

The more digital the world has become, the more fickle customers seem to be. Telecom companies that can’t keep up with customer demands risk losing them to another service provider. A telecom knowledge management solution can help you retain existing customers and attract new ones.

1. Customer service

Customer service centers can use a knowledge management system to help them identify frequent problems and then document the troubleshooting measures that worked the fastest and most successfully for their customers. A “Frequently Asked Questions” database can reduce response times and lead to increased customer satisfaction.

2. Sales

Telecommunications service providers who want to increase sales productivity can tap into knowledge management to up-skill their sales teams in their products and services. They can also gather and maintain information on what individual customers might require based on past and current usage. All these benefits help sales teams speak to customers more knowledgeably and enable them to target the right people with the right solutions.

3. Company-wide communication

There’s a strong connection between internal communications and employee engagement. Knowledge management systems are an invaluable internal communications tool, keeping employees informed on the latest market trends, your organization’s vision and mission, business objectives, and leadership messages.

4. Identify experts and share best practices

Sharing best practices in the workplace ensures everyone’s employing proven methods for different tasks. It’s an exceptionally challenging process in terms of recognizing what the best practices and how to share them across teams and departments. A knowledge portal centralizes company-wide information that’s accurate and relevant. Employees can find answers quickly by searching for a specific topic, business category, or service action.

No matter how many employees your organization has, a telecom knowledge management system makes it simpler to identify thought leaders and share best practices throughout the organization.

5. Internal Support Team

Most organizations have internal teams that provide support on internal applications across the company. Network and desktop support specialists are responsible for everything from helping customers understand integration approaches to implementing best practices for servers, applications, and networks.

A knowledge management system designed specifically for the telecom industry assists internal teams in identifying and implementing automated solutions, collaborating with team members to improve overall performance, and facilitating communications with vendors, customers, and internal team members via multiple channels.

Streamline Your Telecom Organizational Knowledge

High customer expectations and tighter margins are two of the most significant challenges today’s telecom providers face. In an industry that depends on up-to-date knowledge and lightning speed, companies that fail to deliver the timely services their customers demand can see them quickly transition to another provider. For enterprises looking to implement smarter big data and knowledge management solutions, a telecom knowledge management system can accelerate analytics and lead to improved information sharing both internally and externally.

When Philippines telecommunications leader Globe Telecom wanted to reduce contact center costs and increase CSAT scores, it knew it needed to create a way for thousands of its contact center agents to share knowledge across the entire organization. The company replaced its ungainly legacy knowledge with KMS Lighthouse’s AI-driven solution, and the results were impressive, with the organization exceeding its high quality targets for the first time in its history. Today, the switch to a less complex system is helping Globe preserve its competitive edge while meeting customers’ evolving needs.