“We want to be number one for customer service.” We’ve heard this stated by a number of our clients over the years, particularly in the financial services industry. This makes …

Call centre staff have important information needs that greatly influence the quality of customer service provided.

Users are not all the same, and do not have the same needs. A key principle is therefore: you can’t usefully deliver information to users you haven’t personally met.

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.

The front-line environment must be understood when implementing knowledge management initiatives.

Stakeholder interviews are a very effective way of gaining an understanding of an organisation, and can be considered a form of ‘knowledge mapping’.

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 metrics.

Call centres are growing rapidly. They are also confronted with many challenges, and KM has much to offer in overcoming these difficulties.