Implementing an effective knowledge management system improves the customer experience, internal communication, and ultimately, the bottom line. But that begs the question: “What must be included in an effective knowledge management system?” We’d suggest looking for these features when evaluating your knowledge management system:
- Is your median customer review improving?
- Is the average open ticket time decreasing?
- Are team members spending less time on non-critical tasks?
- Is cross-department knowledge sharing increasing?
- Does the executive team actively endorse the knowledge management strategy?