7 big benefits of giving employees the knowledge https://www.linkedin.com/company/arg-recruitment-services-&-consultancy-pakistan https://www.facebook.com/argrecruit

1. 7 Big Benefits of Giving Employees the
Knowledge They Need
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3. • Many enterprise brands and organizations are becoming
increasingly challenged by an information problem: too much
information, compounded by trouble managing it and delivering it
to employees. This typically leaves employees feeling the
organization doesn’t offer much information at all, or if they do,
that’s it not current or accessible. And whether that perception
permeates HR, IT, marketing, sales or customer service, it erodes
employee engagement and ultimately, overall business success.
While many organizations have been focusing on investments in
customer-facing self-service knowledge initiatives such as a
knowledge base capable of projecting consistent searchable
information across channels, leading businesses and organizations
have also learned to serve their internal customers, their
employees, with similar or better offerings.
• But how does employee self-service knowledge separate the best
from the rest? Here are seven key ways:

4. 1. Engagement. A Quantum Workforce 2015 Employee
Engagement Trends Report surveying more than
440,000 employees at nearly 5,500 organizations
shows that overall employee engagement is at an
eight-year low of 65.9%. Employee uncertainty
centered around three top items: (1) commitment to
valuing employees, (2) benefits and compensation
and (3) global information.
Particularly for new employees, the availability,
timeliness and accuracy of knowledge is key to their
level of engagement. When employees feel
connected by and have the information and
knowledge they need to immediately learn or begin
doing their job, a higher level of engagement is set
from the start. What does greater engagement affect?

5. 2. Profitability. The same Quantum Workforce 2015 Employee Engagement
Trends Report also shows a direct link between engagement (highlighted
above) and profit. In organizations that showed a profit increase, 69% of
employees were engaged, compared to 56% employee engagement in
organizations where profits decreased. Sales also followed a similar
pattern. In organizations where sales increased, 69% of employees were
engaged, compared to 57% in organizations where sales decreased.
And knowledge plays a prime role in engagement related to sales. Notes
analyst Esteban Kolsky in a recent white paper, sales benefits from
employee self-service knowledge by being able to provide prospects
with immediate information, whether that’s the latest sales or marketing
promotion, new product information, or for existing customers, the
status of a service request or upgrade.
“Sales can also use knowledge to maintain and improve sales
techniques, methodologies, and even collaborative sales models that are
emerging – where knowledge is at the crux of the solution,” he notes. In
addition, self-service knowledge can empower sales with subject matter
expertise for RFPs without having to email or call various employees
across the organization. And that’s just a start to how self-service
knowledge can impact profitability, which stems from greater overall…

6. 3. Productivity. The State of Knowledge
Management 2014 report from John Ragsdale, the
Technology Services Industry Association (TSIA)
and Coveo asked participants “If your organization
was sharing knowledge as well as they possibly
could, how much would it improve the
productivity of your team?” Forty percent (40%)
said that sharing knowledge well could increase
employee productivity by 20 - 30%, and a third of
respondents said that a successful enterprise
knowledge initiative had the potential of
improving productivity 30 - 50%+.

7. 4. Consistency. When different employees and different
departments have or provide different answers to the same
question, confusion, frustration and mistakes often result. This
confusion, frustration and propensity for mistakes is compounded
when employees are operating with different information from
what the public is given. In the same TSIA State of Knowledge
Management report referenced previously, when participants
were asked when asked whether they used the same technology
platform for both employee and customer-facing knowledge
systems, the greatest majority, 32%, said they use totally separate
knowledge technologies, meaning employees see one answer,
while the customer or the public sees another.
Siloed knowledge systems, lack of upkeep and lack of use all
contribute to the delivery of inconsistent information, making it
clear why brands and organizations that invest in not only the
introduction, but the maintenance of, a self-service knowledge
offering rise to the top.

8. 5. Churn. Notes Kolsky, “Among the leading reasons for
employees churning in any job is lack of proper
tools. Churn comes from having too many disjointed
tools, not having the latest information, or having to
hunt for it among different systems, tools, and
channels.”
According to IDC’s Unlocking the Hidden Value of
information Survey, 44% of the time, most employees
can’t find the answers they’re looking for and 61%
currently have to access four or more systems when
looking for information. This ultimately results in
frustration and churn, and increased hiring and
training costs for brands and organizations behind
when it comes to knowledge management.

9. 6. Culture. Employee self-service knowledge
benefits brands and organizations where a
company culture initiative or change is
underway. Successfully creating or changing a
culture, especially around customer
experience or new branding, requires top-
down adoption. Leading organizations
empower all employees with the knowledge
they need to get behind the company’s
culture.

10. 7. Customer Service. According to the American
Express Customer Service Barometer, 99% of
consumers surveyed say that getting a
satisfactory answer or being connected to
someone knowledgeable (98%) are the
important prerequisites to a great customer
experience. The benefits of customer service
agents (and all employees for that matter)
being information aware are especially great
when it comes to service.