In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.
Archives for knowledge management
KM for consistency and innovation.
This briefing contrasts the role of knowledge management in supporting both innovation and consistency.
‘Knowledge sharing’ should be avoided.
While ‘knowledge sharing’ is a common goal for KM projects, it is often neither meaningful or effective.
Developing a knowledge management strategy.
A successful knowledge management strategy must identify the key needs and issues within the organisation, and provide a framework for addressing these.
Intranets and knowledge sharing.
The intranet can serve as a platform for knowledge management initiatives, via approaches such as collaborative environments, staff directories, wikis and weblogs.
Knowledge management for front-line staff.
The front-line environment must be understood when implementing knowledge management initiatives.
Selecting staff for interviews.
This briefing focuses on who to select for stakeholder interviews. It provides some general guidelines, and lists some areas of the organisation to involve.
Staff interviews as simple knowledge mapping.
Stakeholder interviews are a very effective way of gaining an understanding of an organisation, and can be considered a form of ‘knowledge mapping’.
Metrics for KM and CM.
Metrics are an effective way of setting project targets, assessing success, and tracking ongoing health. This article summarises a range of practical KM and CM-related…
Using usability to direct KM systems.
KM has much to learn from usability, which can provide many useful starting points for structuring and managing KM projects.