Traditional knowledge bases fail employees. It’s time to do something about it.

Posted by Alyssa Verzino on Sep 14, 2018, 12:42:23 PM
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Your customer-facing teams need quick access to important information, and they need it to be reliable. Their ability to do their job depends on the quality of information in your knowledge base and speed at which they can access it. However, traditional knowledge bases don’t live up to their promises. Traditional knowledge bases just aren’t good enough.

Employees spend a disproportionate amount of time searching for the information they need to actually do their job. Workers spend on average 36% of their day looking for and consolidating information, and 44% of the time they can’t even find what it is they’re looking for. For a company with 1,000 employees, this could represent $5 million lost annually.

When they can’t find what they need, they usually ask around until they find the answer they’re looking for -- the dreaded “shoulder tap”. It’s time-consuming, a distraction to other employees, and no guarantee that they’re going to get the correct answer.

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To help you better understand the challenges with existing knowledge bases and how you should approach evaluating your next one, check out our handy infographic

Don’t make your employees struggle with information that’s redundant, obsolete, or trivial. Give employees a single source of truth for information that’s up-to-date, accurate, and relevant. “Good enough” isn’t good enough for your customer-facing teams. Contact Talla today. 

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Topics: knowledge management, knowledge base