Literature Review on The Role of Knowledge Management in reducing Customer Resolution times

This literature review explores the influence of knowledge management (KM) on reducing customer resolution times within service industries. The review synthesizes findings from existing studies to assess how KM practices contribute to shorter resolution times and improved operational efficiency. Special attention is given to the role of KM systems in supporting customer service representatives and enabling quicker issue resolution. By comparing insights from research on traditional and digital KM strategies, the review highlights their respective impacts on service delivery and customer satisfaction. The analysis also identifies key KM factors such as knowledge sharing, accessibility, and organizational learning that are consistently associated with enhanced customer experiences. Furthermore, the review discusses the potential scalability of effective KM practices across various service sectors. Overall, the findings highlight the strategic importance of KM in improving service quality and reducing response times, offering a consolidated view of best practices and their implications for the service industry.