Published: 27 April 2023
Knowledge management continues to challenge organizations despite its increasing importance. Customer service and support leaders can use the five best practices presented in this research to mitigate the challenge and build a successful knowledge management program.
The most successful knowledge management programs focus on developing a culture of sharing and do not focus solely on KM technology deployments.
Knowledge is complex, exists in many formats and resides in multiple repositories.
Knowledge is never complete, constantly evolving and challenging to keep up-to-date, and requires defined roles and responsibilities across the organization to manage.
Acting on feedback received on content is key to an effective KM program’s success.
Surfacing relevant knowledge to customers and employees requires integrating advanced search into user interfaces.
Embed KM practices into your overall service delivery strategy by rethinking the role that knowledge and its associated
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