Implicit knowledge is the knowledge gained from applying other learned information, such as how-to guides, tutorials, or manuals. It isn’t as easy to articulate, document, or share as explicit knowledge, but it’s essential to capture, preserve, and share it across your organization so that everyone can benefit from it.
A customer self service portal is a website or app where customers solve their own issues and manage their accounts without talking to a customer service agent. While it isn’t a complete replacement for live assistance, it is a valuable, time-saving complement that customers and service reps appreciate, especially if it’s well-designed and easy to navigate.
A simple illustration of a context-sensitive tool is when a user receives automatic guidance or documentation relevant to where they are in the software. For instance, tax preparation software often includes pop-ups that refer users to more information or examples of the information they need to enter. Rather than reading through tax brochures or pamphlets, people get help right on the spot in the app or website.
Organizations with a reputation for delivering an exceptional customer service experience, as a rule, have better customer retention rates, more positive reviews, and higher levels of customer loyalty. They also benefit from word-of-mouth marketing and increased referrals. Businesses that don’t prioritize positive customer service experiences can find themselves at a competitive disadvantage, with long-term ramifications that affect their bottom line.
Customer experience management (CXM) is a system of marketing strategies and technologies an organization uses to improve customer engagement, satisfaction, and experience. Customer experience management software helps businesses boost customer experience and increase productivity by up to 150 percent, reduce customer interaction time by 15 percent, and improve support ticket response accuracy by up to 70 percent.
Customer education, sometimes referred to as customer training, is the tools and strategies organizations use to help their customers understand, use, and get the most value out of a product or service. It can include instructional resources like knowledge bases and FAQs as well as webinars, on-demand eLearning modules, online academies, and certificate programs.
Enterprise knowledge management is the practice of managing knowledge resources to facilitate access and reuse of knowledge. A fairly broad term, it typically refers to advanced information technologies and solutions that deal with organizing data into structures that build knowledge within the enterprise. Put another way, enterprise knowledge management solutions create business knowledge out of existing assets. This glossary covers some of the most common terms used in enterprise knowledge management.
Employee experience is an employee’s observations and perceptions about working for their organization. Ways to enhance the employee experience are one of the top priorities for modern organizations. From “moments that matter” to ESAT and EX, it’s also a topic that brings with it a lot of jargon. This glossary covers some of the most common phrases you’ll hear when discussing the employee experience and the use of knowledge management to measure and improve it.
What is customer experience and why is it so important? It includes a lot of elements, but at its core, customer experience is the perception customers have of your brand. There are as many definitions of a good experience as there are customers. The most frequently cited characteristics of an exceptional customer experience are fast response times, consistency across channels, knowledgeable staff, clear and consistent messaging, access to a live agent when needed, multiple contact points, and easy-to-use tools. When defining employee experience vs customer experience, it’s important to keep in mind that linking the two results in increased employee engagement which, in turn, leads to happier and more loyal customers.
The “front door” to your organization’s online environment, self-service portals enable people to find information, request services, and submit questions. They can boost website traffic and encourage people to spend more time on your website. The two most common types of self-service portals are customer self-service and employee self-service. All self-service portals should help users address common issues efficiently and autonomously. They are a complement to but don’t always replace interaction via one-on-one conversations. This glossary covers the most common terms associated with self-service portals.
Knowledge sharing software organizes information so users can quickly access and distribute it. It facilitates real-time information exchange and enables better and faster decision-making. This glossary covers some common terms you should know as you move forward with investing in a knowledge sharing platform.
Information management focuses on organizing, analyzing, and retrieving information. Where knowledge management is often about know-how, information management is largely about know-what. It offers facts that can be used to create relevant and helpful knowledge. Since the information being shared is already in an easy-to-transform structure, it benefits greatly from technology. This glossary defines the terms most often associated with information knowledge management.
Knowledge management in organizations is important because it improves decision-making and accelerates learning, efficiency, innovation, and agility. There are hundreds of terms associated with organizational knowledge. This glossary covers some of the most common ones used to describe the tools, techniques, and tactics of this essential component of organizational life.
Knowledge is a vital asset to any organization. However, simply having knowledge will not unlock its power. Your organization must manage and utilize it in an appropriate and advantageous way. This is the difference between a mediocre business and a highly competitive organization.
The concept of learning organization describes an organization that continually fosters an ideal learning environment. The environment is aligned with the organization’s objectives. Peter Senge popularized this concept as a place that enables workers to expand their abilities to achieve the results they desire.
You strive to keep your team focused on the key objectives in a fast-paced marketplace. You need to continually hone your competitive edge and stay not just one step, but two steps ahead of your industry rivals. How do you do this? What discipline can you rely upon to keep your team aligned with your short- and long-term goals? A well-designed knowledge management strategy is the foundation you need for your business and team to flourish.
Tacit knowledge refers to the vast, unspoken, unwritten warehouse of knowledge that each person holds, which is based upon observations, emotions, experiences, intuition, insights, and internal information.
A knowledge map is a tool for identifying and organizing the knowledge that exists in your organization. Knowledge map software is a powerful way to inventory your organization’s critical knowledge while identifying knowledge gaps and other areas of weakness.
A knowledge-based system (KBS) is a program that captures and uses knowledge from a variety of sources. A KBS assists with solving problems, particularly complex issues, by artificial intelligence. These systems are primarily used to support human decision making, learning, and other activities.
