Knowledge Management

Knowledge Management is the process through which organizations generate value from their intellectual and knowledge-based assets. Most often, generating value from such assets involves sharing them among employees, departments and even with other companies in an effort to devise best practices. Knowledge Management empowers your customers, partners, and employees with the self-service ability to share and leverage company knowledge.
In general, intellectual and knowledge-based assets fall into one of two categories: explicit or tacit. Included among the former are assets such as patents, trademarks, business plans, marketing research and customer lists. As a general rule of thumb, explicit knowledge consists of anything that can be documented, archived and codified, often with the help of IT. Much harder to grasp is the concept of tacit knowledge, or the know-how contained in people's heads. The challenge inherent with tacit knowledge is figuring out how to recognize, generate, share and manage it.

You are ripe for a Knowledge Management solution if:

• You have multiple information sources scattered across your IT system?
• You have Different user interfaces for all these different info sources?
• People in your department are disseminating a lot of documents, but you can never seem to find the right files when you need them?
• There is NO standard method of capturing and reusing your knowledge?

Knowledge Management enables businesses to create, maintain, and share company knowledge. Popular client applications of Knowledge Management include:

• Self-Service Customer Support
• FAQ Management
• Contact Center Knowledge Management
• Help Desk Knowledge Base
• Document Management
• Product / Project Documentation

The most effective knowledge management systems are able to access information from multiple documents and databases, capture it in a centralized knowledgebase, and continually improve it for ongoing use by individuals seeking answers. Typically, these individuals comprise the support agents in customer support environments, as well as the customers, employees, partners, and/or vendors they serve.

Our Knowledge Management solutions are a combination of standard (off-the-shelf) and customized collaboration tools designed specifically to support community building and identity. Generally, tools fall into one or more of the following categories: knowledge repositories, expertise access tools, e-learning applications, discussion and chat technologies, synchronous interaction tools, and search and data mining tools.
Pompus provides an intelligent, integrated Knowledge Management solution that promotes one-time article publishing, making individual articles available to your audience via numerous methods. In addition, our Knowledge Management solution enhances administration of the article life cycle, coordinating article ratings and relevance, and providing management with powerful metrics and reporting tools.

Here are some key benefits of Knowledge Management:
Key Benefits:

Provide Immediate Answers to your Customers:
Knowledge Management empowers your customers to have immediate access to all the information that you need to provide to them. They will visit your knowledge base portal, and instantly be able to find the answers they need, from a selection of powerful search methods.

Improve Support Staff Efficiency:
Using Knowledge Management solutions, your customer support staff will be able to search the knowledge base for answers, allowing them to reduce the time to answer customer questions. With a decreased inbound contact volume, your support staff will also be able to work as a more efficient and cohesive team.

Reduce Operational Cost:
Pompus’ Knowledge Management solutions will reduce your operational cost, as our service is able to deflect a large volume of customer requests that would otherwise flood a call center with calls, e-mail, and chat requests.

Reduce Training Costs:
Use our Knowledge Management solutions to reduce the training time for new employees, and lower the cost that is involved, by minimizing the hands-on training that is required. The knowledge base will make all the necessary information instantly available for new staff.

Maintain Happy and Satisfied Customers:
A happy customer is a satisfied customer. Our Knowledge Management strategies allows your customers to gain access to all the information they need to succeed with your products and services. Put the information at their fingertips, and turn your support headaches into satisfied customers.

Reduce Call and E-mail Volume:
Knowledge Management strategies will drastically reduce your call center call and e-mail volume, by providing your customers with information and help directly from the web. Deploy KnowledgeBase.net and reduce your call center volume by up to 80%!

Minimize Escalation of Issues:
Your knowledge base will provide your front line customer service and support reps with the ability to handle most issues, without the need to escalate to a second or third tier.

Increase your Revenue:
Pompus’ Knowledge Management solutions turn existing customers into repeat buyers, and potential buyers into customers. Our knowledge management solution not only empowers your existing customers, but also provides a powerful sales tool, making product information readily available and accessible from your website.

Powerful Insight into your Customers:
Complete with powerful reporting capability and metrics options, our Knowledge Management solutions provides great insight into all aspects of your knowledge base, as well as your customer needs and preferences.

Share and Reuse Information:
Knowledge Management provides a complete system for the sharing and reuse of company knowledge. Allow your employees to contribute their valuable knowledge, and share this information throughout your company, using our centralized knowledge sharing services.

Improve Response Consistency:
By standardizing customer service representative responses, you will streamline your efforts to maximize your representative effectiveness, reduce callbacks, and build tighter relationships with your customers.