A single source of truth: How Datacom's Knowledge Management team is using UX principles to empower employees and customers

Datacom’s Knowledge Management team is helping organisations transform their data into useful, accessible information to activate higher quality customer service experiences.

Contact centre teams have a huge amount of information they need to access in order to serve their customers effectively and efficiently – particularly as customer demand and expectations increase. To help companies maintain and access accurate information with ease, Datacom’s Knowledge Management team provide an integrated, user-centric solution that houses all their informational needs in one place while empowering people to utilise it to its maximum potential.

“I think knowledge management is a missing piece in a lot of organisations when it comes to a single source of truth for their information," says Sam Tumes, Datacom’s Knowledge Manager. "Companies often have information that sits disparately across SharePoint, Outlook, Word documents – or worse, tacit knowledge that just sits in someone’s head. And you don’t know when any of it was last updated and this can be exacerbated when staff movements occur. All these things create massive gaps when it comes to accessing information in an organisation.”

Knowledge Management is about bringing all these pieces of information together in a central location - but also in a way where they can be used to constantly improve overall business performance.

"A Knowledge Management platform should be a one-stop shop. At any given time, staff can access the platform and have every confidence that the information that they're getting is both current and accurate," says Sam.

Approaching Knowledge Management as more than a platform

The sheer amount of information across an organisation can be confronting. Without proper Knowledge Management, the ability of staff (both CSRs and support staff) to source and deliver the right information to the end customer is severely impacted. Incorrect, inconsistent, or outdated information passed on to customers quickly leads to more complaints, more rework, increased handling times, and a greater cost to serve which leads to poor experiences for both customers and employees.

Datacom's Knowledge Management Team was created in 2016 when a client was experiencing this same problem - out of date information being used by staff and passed on to customers. Having started a relationship with platform provider Livepro, an opportunity to deliver Knowledge Management was born.

"For us at the beginning, Knowledge Management was just lift and shift. We began with a focus just to bring everything outside the platform onto the platform. But it quickly evolved from there", says Sam.

Soon, Datacom started to explore customising the platforms and embracing the current Knowledge Management approach - making it more than just a place to store information, but a way to actively improve and change the way that information is found, updated, delivered, and actioned on.

What sets Datacom's Knowledge Management apart is the principles behind it. It is now built with end users in mind and how it can be constantly improved and learnt from in real time.

A hand pointing its finger on a draw flow chart

Tangible results improving user and customer experiences

These days, Datacom's Knowledge Management offering plays a key role in contact centre performance and improvement, learning from behaviours that seek to continuously improve the platform and the experience. It takes the guess work out of CSRs role, and guides users quickly to where they want to go next by looking at several aspects, including the structure of articles, keyword searches, common pathways/next steps and reporting insights and recommendations.

This approach has allowed Datacom to recommend actionable insights driven by data, which has garnered some fantastic results for our clients including improving speed-to-competency through optimising how training is delivered, reducing handling times, removing unnecessary call transferring, and enabling an enhanced customer experience to be achieved through first call resolution.

"We want to make it easy for the users – and for the end client. They don't have to worry about whether the information is there, or if it's trusted. They just need to make sure they're servicing the customer," says Sam.

Right now, Knowledge Management is focused on compiling, organising and optimising information utilised by contact centres and CSR’s that is delivered to customers. However, Sam and the team’s sights are set on expanding Knowledge Management to optimise the way clients manage internal information as well. Internal systems are often disparate and messy – Knowledge Management has the power to simplify these processes, particularly when paired with machine learning. A wider range of benefits can be uncovered when looking more broadly across an organisation.

"We are now exploring how to extend the support we already offer to customer service functions to branch out to the whole organisation to deliver enterprise knowledge management. At the end of the day, employees are users as well."

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