Knowledge Management

Knowledge Management is an umbrella term for making more efficient use of the human knowledge that exists within an organization. The major focus of knowledge management is to create knowledgebase by identifying and gathering content from documents, cases, reports and other sources and to be able to search that content for meaningful relationships. Highly leveraged knowledgebase containing accurate and complete documents directly contributes to better support, higher self-service rates, faster call resolution and more accurate answers, which in turn mean lower repeat call rates.