Glossary

With so much technical jargon used across the knowledge management and customer service sectors it can be challenging to keep up! By consolidating key words, phrases and acronyms into one central location, this glossary will help you cut through the complexity to fully understand the ins and outs of these key industries.

Content Mapping

Knowledge is a vital asset to any organization. However, simply having knowledge will not unlock its power. Your organization must manage and utilize it in an appropriate and advantageous way. This is the difference between a mediocre business and a highly competitive organization.

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Customer Experience

What is customer experience and why is it so important? It includes a lot of elements, but at its core, customer experience is the perception customers have of your brand. There are as many definitions of a good experience as there are customers. The most frequently cited characteristics of an exceptional customer experience are fast response times, consistency across channels, knowledgeable staff, clear and consistent messaging, access to a live agent when needed, multiple contact points, and easy-to-use tools. When defining employee experience vs customer experience, it’s important to keep in mind that linking the two results in increased employee engagement which, in turn, leads to happier and more loyal customers.

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Employee Experience

Employee experience is an employee’s observations and perceptions about working for their organization. Ways to enhance the employee experience are one of the top priorities for modern organizations. From “moments that matter” to ESAT and EX, it’s also a topic that brings with it a lot of jargon. This glossary covers some of the most common phrases you’ll hear when discussing the employee experience and the use of knowledge management to measure and improve it.

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Enterprise Knowledge Management

Enterprise knowledge management is the practice of managing knowledge resources to facilitate access and reuse of knowledge. A fairly broad term, it typically refers to advanced information technologies and solutions that deal with organizing data into structures that build knowledge within the enterprise. Put another way, enterprise knowledge management solutions create business knowledge out of existing assets. This glossary covers some of the most common terms used in enterprise knowledge management.

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Information Knowledge Management

Information management focuses on organizing, analyzing, and retrieving information. Where knowledge management is often about know-how, information management is largely about know-what. It offers facts that can be used to create relevant and helpful knowledge. Since the information being shared is already in an easy-to-transform structure, it benefits greatly from technology. This glossary defines the terms most often associated with information knowledge management.

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Knowledge Management Strategy

You strive to keep your team focused on the key objectives in a fast-paced marketplace. You need to continually hone your competitive edge and stay not just one step, but two steps ahead of your industry rivals. How do you do this? What discipline can you rely upon to keep your team aligned with your short- and long-term goals? A well-designed knowledge management strategy is the foundation you need for your business and team to flourish.

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Knowledge Map

A knowledge map is a tool for identifying and organizing the knowledge that exists in your organization. Knowledge map software is a powerful way to inventory your organization’s critical knowledge while identifying knowledge gaps and other areas of weakness.

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Knowledge Sharing Software

Knowledge sharing software organizes information so users can quickly access and distribute it. It facilitates real-time information exchange and enables better and faster decision-making. This glossary covers some common terms you should know as you move forward with investing in a knowledge sharing platform.

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Knowledge-Based System

A knowledge-based system (KBS) is a program that captures and uses knowledge from a variety of sources. A KBS assists with solving problems, particularly complex issues, by artificial intelligence. These systems are primarily used to support human decision making, learning, and other activities.

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