Servicing Explosive Customer Demand With a Remote Workforce Compels Sharper Knowledge Management Practices

Discover Six Actionable Recommendations for Knowledge Management Applications Leaders

As the pandemic surged in 2020, customer demand on digital channels also saw an explosive increase. Remote work became the new norm overnight. And IT application owners were forced to adapt quickly as customers and employees taxed existing knowledge management systems to their limits.

Gartner research found, “In recent months, clients and vendors have described the increase of traffic into the customer service and support functions as mushrooming by 4% to 1,000%+.”

How can knowledge management leaders use these trends to improve self-service and employee enablement in 2021?

Read the report to learn:

• How to plug knowledge gaps to improve customer self-service
• How remote work changes employee knowledge management—and what to do about it
• How CX and EX leaders must work together to champion knowledge management transformation

Gartner, Servicing Explosive Customer Demand With a Remote Workforce Compels Sharper Knowledge Management Practices, Anthony Mullen, Drew Kraus, June 30, 2020. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.