Posted On: November 11, 2020

Knowledge Transfer: Enable better & faster decision making

7 mins read

Whether your team is big or small, it’s likely that one of your crucial daily activities includes communication. Communicating with your team and passing required information is even more essential if you have multiple departments and channels.

Having a robust system for communication and collaboration in place is the key to avoiding issues in communication gaps like inconsistent information flow, delay in customer query resolution, high learning to operational curve for service agents and more.

Streamlining your knowledge can be done through effective Knowledge transfer which ensures that every employee in your business is on the same page and has the information they need to keep your business running smoothly.


What is Knowledge Transfer?

The process to transition knowledge from one team to another team is Knowledge Transfer. When you automate your business process, this automatically will be enabled as company culture. It is more than just a simple communication, though which involves the circulation of information, ideas, assignments, processes, tools, documents, and  much more.

When it comes to learning, you must have heard about two common types of knowledge: tacit and explicit. Both types are involved in knowledge transfer plans, so let’s break down what each type means:

Tacit knowledge vs. explicit knowledge

Explicit knowledge is knowledge that is easily shared and transferred via writing or speaking. It is information that can be picked up while talking to someone, reading an article, or looking something up online.

Tacit knowledge is hard to transfer or pass along through writing or verbal expressions. It can be developed through a person’s experiences, observations or insights and it requires knowledge sharing activities to transfer or impart.

Both of these types of knowledge play an important role in knowledge transfer, the most important and tricky type to capture is tacit knowledge, because it requires more effort and interaction than explicit knowledge.


Knowledge Transfer for Your Business Problem Solving

Different departments are responsible for various work in an organization. Has any one of your department come up with a great idea but struggle to figure out how to put it down on paper and where to start for the implementation?

Multiple minds come with multiple thoughts when it comes to innovation and problem solving, it can be hard to convert abstract ideas into an actual game plan. Beyond that, sharing knowledge is tricky because it involves quantifying and qualifying existing knowledge in the mind. A knowledge transfer system helps you translate that knowledge silos into actionable information in the form of words, texts, visuals, and processes that can then be shared with your team anytime and anywhere.


Knowledge Management – Approach to Problem Solving

Knowledge transfer matters for your business irrespective of size because it improves innovation, collaboration, and understanding in your business. Since we are talking about knowledge which is something intangible, your team can not read your mind… but you can get close by deploying a knowledge management system.


Uses of Knowledge Transfer

Knowledge transfer can help your business in many ways. Some of them are:

  • Boost accumulation and dissemination of knowledge across your organization
  • Access to information on the tips to your team
  • Eliminate time and space constraints in communications
  • Stimulate CX leaders to experience the value of sharing knowledge in providing personalized service to customers
  • Create an environment that enhances professional development and recognizes each person as a valued member of a service-oriented team


Other benefits include: improved company culture, improved quality of service, faster business processes, increased efficiency, and better use of business technology and resources.

In fact, one research found that businesses who implemented a knowledge transfer system saw a rise in sales by 50% while experiencing a decrease in the cost of training.

Hence, it’s worth building a knowledge transfer plan especially if you are looking ahead to improve agent efficiency, inspire innovation, and reduce costly miscommunications.


Create a Knowledge Transfer Plan for Your Business

Since we looked at the need identification to create a solid knowledge transfer plan. While this will differ from business to business, there are basic components worth considering right away.

Identifying the key knowledge holders in your organization will be the first step here. Does the knowledge flow from the top to down? Or are the true visionaries the ones in the trenches? Give the right people the opportunity to share the right knowledge.

Equip your knowledge holders with a platform to pursue knowledge transfer effectively, whether that be through a communication channel or a single unified platform for everyone. Build process to make sharing easy. Have easy to use tools for people and departments to share information which measure results consistently, set standards and benchmarks, analyze progress, communicate the results, be receptive to input and adjust when necessary.

Don’t let your business sleep on the knowledge silos. Offer incentives to your team members to be innovative and take initiative to engage better. Encourage taking appropriate risks.

Continue generating knowledge. Bring in industry experts, offer online training, engage in brainstorm sessions, and encourage a community that pursues knowledge. Explore greater opportunities and look for different ways to do things.


How Knowledge Transfer Can Create Long-Lasting Customer Relationship

Having a knowledge management system (KM) in place, a business can reduce search time and effort as all information is consolidated, making it easier to access and use, this drastically improves the average handling time. KM software tools compile customer information across different points of contact like email, website, phone, social media, and in-store.

Customer service staff especially get benefit with tools like these as they receive detailed information about customers’ purchase histories, buying preferences and other concerns, which enables them to assist customers more efficiently and accurately.

Regardless of the tools or techniques used to manage knowledge, KM facilitates sharing to provide more effective customer service. All customer agents have access to the same product, service, and customer information and get updates in real time. Thus, no matter whom a customer may speak to, he or she is guaranteed to receive consistent answers which enhances overall customer experience and NPS.


Ready to build a culture of knowledge sharing, boost innovation, and increase collaboration in your company? Get in touch with our experts!


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