“Integrating knowledge management into customer self-service yields tangible and intangible benefits. Customer service leaders and IT leaders supporting customer services should position knowledge management as a priority in their customer self-service strategy.” – Gartner, “Knowledge Management Is Key to Your Customer Self-Service Strategy,” October, 2015.
Presenting the right responses to online inquires or displaying targeted information via self-service portals involves knowing something about the individual doing the searching…
Knowledge, according to Merriam-Webster, is information, understanding, or skill that you get from experience or education; while a knowledge base is ‘a centralized repository for information’ says TechTarget. Successfully combining these two for HR Service Delivery is “in line with the trend of organizations becoming more global and centralizing practices” from ‘Four Big Challenges of a HR Shared-Services Transformation.’
The brains behind making HR Shared Services efficient and cost-effective to deliver come from Knowledge Base (KB) technology. The KB plays a major role in service delivery offering personalized search results, access to HR tools and information– all to greatly enhance employee service and satisfaction. Our Knowledge Base software offers all these benefits, and more.
Self-Service Portal technology, the user interface used to search KB content, makes it easy for employees to directly access the content through a simplified user experience. For HR agents managing cases, the recommendation engine automatically searches the repository according to case contents, eliminating manual searches – saving time and increasing productivity.
“Looking towards the near future, the way an HR portal/knowledgebase is used will continue to evolve just like every other application in the HR space. It is already a mistake to believe that employees hover over their HR portal pressing refresh in anticipation of a changing policy. Employees will want their information available to them on demand. Urgent information will need to find the correct employees where they are. It won’t be enough to search for your information. Your information will also have to search for you,” Melanie Lougee, ‘Recipe for Success: Creating an HR Knowledgebase’
Increasing, organizations looking to increase the effectiveness of their workforces are turning to HR Service Delivery solutions and the inherent technologies they offer such as Knowledge Base capabilities. However, to maximize the effectiveness of a KB, data delivery will have to be proactive. Or as quoted by Melany Gallant, “Knowledge is power, but has little value unless it can be easily accessed and put into practice.”