知识管理 (KM) 的成长机会

Knowledge Management Growth Opportunities

出版日期: 2024年06月27日 | 出版商:

Frost & Sullivan | 英文 32 Pages | 商品交期: 最快1-2个工作天内

价格

简介目录

将改善知识管理 (KM) 作为首要业务优先事项并释放未来的成长潜力

知识管理（KM）是一项成熟的技术，可以应用于所有业务，并被所有类型的公司和行业所使用。 KM 最初意味着内容管理，但现在包括文件、视讯、资料库、通话记录、语音和文字分析、客户和合作伙伴社群、网站活动、搜寻引擎和互动式语音应答(IVR)，支援建立、发布和发布。

知识管理是管理客服中心转型倡议的关键，例如实施新的营运模式、支援远端或混合工作以及为客户提供自助服务工具。由人工智慧支援的知识管理还使客户能够利用自助服务并确保提高客户满意度。

Frost & Sullivan检验了强大的知识管理策略的重要性以及它可以为寻求改善顾客关怀和员工体验的组织带来的好处。本研究分析了知识管理的主要影响领域、最新发展、主要趋势、成长驱动因素和限制因素以及市场参与企业的成长机会。我们也分析成功的知识管理投资的挑战和效益，并为企业推荐知识管理策略。我们列出了每个主要知识管理领域的解决方案供应商简介和用例。

Knowledge management (KM) is a mature technology applicable to all businesses and used in every type of enterprise and industry vertical. Though KM initially meant content management, it now enables the creation, publication, and management of data and information from an infinite number of sources, such as documents, video, databases, call logs, speech and text analytics, customer and partner communities, website activity, search engines, interactive voice response (IVR) systems, and people.

KM is the key to managing contact center transformation initiatives, such as implementing new operating models, supporting remote or hybrid working, and empowering customers with self-service tools. For instance, a contact center requires AI-based KM that leverages ML, NLP, and semantic search that identifies keywords and provides contact center agents with relevant information at the right time and helps them handle customer concerns effectively. A KM backed by AI also empowers customers to leverage self-service and ensures greater customer satisfaction.

Frost & Sullivan examines the importance of a solid KM strategy and the benefits it can bring to an organization looking to elevate customer care and employee experiences. The study analyzes the greatest areas of KM impact, recent developments, top trends, growth drivers and restraints, and growth opportunities for market participants. The analysis also addresses challenges and benefits related to making a KM investment successful and recommends KM strategies for companies. Solution provider profiles and use cases for each of the core areas of KM are included.

Strategic Imperatives

Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the Knowledge Management Industry
Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Environment

Relevant Definitions for This Study
Knowledge Management: Definition and Beginning of KM
Evolution of Knowledge Management
Knowledge Categories Explained
Knowledge Management in Contact Centers
Recent Advancements in KM, as Pertaining to Customer Contact, Include the Following
Knowledge Management Uses in Contact Centers
Business Benefits of Knowledge Management: Workforce