By now, you may have adjusted to the fact that some of the wide-ranging effects of the COVID-19 pandemic will be with us for good. This means Knowledge Management Systems are now more important than ever. Many organisations have converted to full-time work-from-home arrangements in response to government-imposed closures, and not everyone is keen to see that change reversed. “Things will never be the same again” is no longer an overly dramatic statement.
A web search for anything related to “remote work,” “virtual”, “work-from-home” or “online” will return fresh statistics on employer and employee expectations, online platforms, and outcomes when transitioned from an office-based to a remote work model. You’ll find that workers want flexible working arrangements but that fewer than half of organisations are well prepared for the rise of remote work. Between a disbanded workforce and so much continually evolving information, you’ve likely already invested time in trying to corral the keystrokes, collaboration, or customer service skills of your employees that keep your business functioning.
During this accelerated office-to-home migration, you’ll need tools to keep your team on the same page for the long run. The obvious ones include video conferencing and collaborative online workspaces, but you’ll also need a way to manage all the continually evolving information, procedures, eLearning, policies and requirements that come with a shifting business strategy. The solution for that is a purpose-built Knowledge Management System (or KMS, for short).
A KMS is like a Google search that returns the right answer to your question not just a bunch of knowledge articles you need to sift through to find the answer. The KMS acts as the single source of truth for your organisation’s knowledge; it retains and improves that truth with built-in user feedback loops, and enables every employee and customer to have their query answered quickly, consistently, and accurately by making that truth accessible. A KMS solves the drawbacks associated with rifling through a document library, calling out to your neighbour in the next cubicle with a question, or checking whether the manager is at their desk to help decode a policy.
Does the question, “Am I eligible for a refund?” send shivers down your spine as you anticipate hatching together information from the complex Refund Policy, hoping you have the latest version on hand, and hopeful that you come up with the right answer? Then you’re not working with a Knowledge Managment System optimised to serve your employees and customers. livepro has been aiding organisations since the early days of knowledge management solutions. Our clients range in size from city councils to global powerhouses like Weight Watchers International; we’re passionate about helping teams small and large to get the best out of their organisational intelligence.
Like many other companies affected by the pandemic, livepro client Datacom was given short notice to close their contact centre and to transition employees to a remote work model. By remarkable leadership and tapping into trusted technology partnerships, Datacom established a full remote contact centre in only 4 days to support unprecedented demand for government services. livepro’s cloud-based software was credited with Datacom’s rapid path to readiness for service delivery. And with the ability to function as stand-alone software or to integrate with other service and sales technologies, such as your website, Genesys Cloud, Slack, and chatbots, your employees never need to miss a beat when your business undergoes change.
Make a case for prepping your company to produce even better outcomes in a work-from-home world with a knowledge management system that has a track record of delighting employees, customers, and management teams. To see for yourself how it works, book a demo with livepro by clicking here or completing the form below.