Recent posts by:
John Chmaj
Have customer service issues become more complex in your organization? Has the rise in self-service meant that only the most challenging questions enter your contact center? Have these challenges led to long calls and inconsistent results? Knowledge management is a critical tool in the modern ...
We see one thing all too often in the world of knowledge management (KM). Many services organizations aspiring to KM excellence do not put enough focus and effort around the specific capabilities and relationships KM needs to evolve.  A clear understanding of the actual audiences and outcomes of KM ...
Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural change and organizational practices.  The ...
Designing a knowledge base involves more than just categorizing a set of content and indexing it onto a page. In fact, a well-formed knowledge base can seem almost magical in its ease of use, power of search, and quality of results. So, how can we create these types of intuitive, efficient ...
Knowledge management (KM) is a well-accepted practice for organizations that want to develop and use their information assets as effectively as possible. What is often not as well understood is the ongoing effort and focus required to achieve the full measure of these benefits. The KM Lifecycle: ...
In a previous post “Knowledge Management: How Do I Know I’m Doing It Right?” we explored some of the key outcomes one should see evolving from good KM. We’ve also explored benefits and new capabilities for customers, employees and the organization itself. So now, how do we know we are doing it ...
In previous posts we’ve examined the value of effective knowledge management (KM) on customers and on the organization. What about employees? Does it matter whether they have a knowledge base or not? Are there specific identifiable drivers of value for support agents through KM? The value of KM to ...
My team recently examined the key indicators related to knowledge management enabling support—everything from increasingly leveraging knowledge on different channels to higher-quality service interactions. It’s clear enough that good KM delivers value. What are the key benefits, then, for an ...
Services organizations employing strong knowledge management programs aspire to empower, delight and enhance their customers’ experience through better knowledge. But what does the customer think? Does it matter to a customer if an organization is pursuing good KM practices? And how would they ...
Knowledge management has come of age. Organizations in every area of the marketplace are building and leveraging knowledge tools to help empower their customers, their employees and their business. The business value in reducing training costs, driving self help, infusing service interactions with ...

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