知識管理 (KM) 的成長機會

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個工作天內

價格

簡介目錄

將改善知識管理 (KM) 作為首要業務優先事項並釋放未來的成長潛力

知識管理（KM）是一項成熟的技術，可以應用於所有業務，並被所有類型的公司和行業所使用。 KM 最初意味著內容管理，但現在包括文件、視訊、資料庫、通話記錄、語音和文字分析、客戶和合作夥伴社群、網站活動、搜尋引擎和互動式語音應答(IVR)，支援建立、發布和發布。

知識管理是管理客服中心轉型舉措的關鍵，例如實施新的營運模式、支援遠端或混合工作以及為客戶提供自助服務工具。由人工智慧支援的知識管理還使客戶能夠利用自助服務並確保提高客戶滿意度。

Frost & Sullivan檢驗了強大的知識管理策略的重要性以及它可以為尋求改善顧客關懷和員工體驗的組織帶來的好處。本研究分析了知識管理的主要影響領域、最新發展、主要趨勢、成長促進因素和限制因素以及市場參與企業的成長機會。我們也分析成功的知識管理投資的挑戰和效益，並為企業推薦知識管理策略。我們列出了每個主要知識管理領域的解決方案供應商簡介和用例。

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