Knowledge Management Approaches for Customer Care Effectiveness

Knowledge management is a critical component of every customer care process. Any organization that aspires to achieve a high level of customer satisfaction must focus on empowering its customer care representatives with sufficient knowledge of their products and services and make it available at the right time. The focus must be on the knowledge base, its organization and its availability within an acceptable time for retrieval. The knowledge base should be current and it should be accessible with minimum effort. This paper discusses the essential elements of knowledge management in the context of customer care for the telecom industry, with the objective of making retrieval of information quick and easy for customer care representatives. The ideas can be easily extended to other business domains.