1. Anthony Woram

    Interesting read. I’m interested in getting a detailed breakdown of services and products that you offer related to all aspects of KM here within reffered to.
    thank you

  2. I agree with the importance you put on knowledge management. I think one area where most call centres fail is that they don’t optimise their search function for keywords that Agents actually look up. Agents should definately being more involved in this process.
    Great article.

  3. Hi
    As semi retired consultant, I very much value the work you put in to provide the example of call centre KM considerations.
    These days as part of semi retirement, I occasionally deliver Adv Dip courses in Business and Marketing. Your article was a great resource to explain KM to my students.
    “Throwing the baby out with the bath water” was something that I thought everybody understood, I now find that with new generations comes new thinking and often the old thinking is discarded regardless of its proven worth.
    Thanks again
    Alex Fok
    P O Box 928
    NSW 1300

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Published February 6, 2002

James Robertson
James Robertson is the Managing Director of Step Two, the global thought leaders on intranets, headquartered in Sydney, Australia. James is the author of the best-selling books Essential intranets, Designing intranets and What every intranet team should know. He has keynoted conferences around the globe. (Follow him on Twitter)

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