Call centre staff have important information needs that greatly influence the quality of customer service provided.
Archives for knowledge management
When in London recently I spent a productive and interesting day with a knowledge manager in a small-ish organisation. In the job for six months,…
There are many elements of collaboration, and we often encounter the “blind men and the elephant problem”. We’re all talking about collaboration, but we’re actually…
Collaboration tools are vital, but left unmanaged, their spread can be anti knowledge sharing.
Organisations should abandon the search for ‘knowledge management systems’, and focus more closely on the specific capabilities required.
Beyond just helping staff to ‘find stuff’, search can play a valuable role in meeting broader knowledge management goals.
In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.
This briefing contrasts the role of knowledge management in supporting both innovation and consistency.
While ‘knowledge sharing’ is a common goal for KM projects, it is often neither meaningful or effective.
A successful knowledge management strategy must identify the key needs and issues within the organisation, and provide a framework for addressing these.