Knowledge Management Institute

March 2023

Are We Knowledge Building or Knowledge Talking? Adaptive Learning Practices Transforming KM

Mar 29, 2023   |  By KMI Guest Blogger Michael Sequeira

In my last blog on CX Strategy I spoke about designing an experiential KM system.  I touched upon aspects of Design Thinking to pay attention to customer feedback and reverse engineer the experience you want to deliver to your community of users.

Great Knowledge Management can lead to Award Winning Innovation

Mar 28, 2023   |  By KMI Guest Blogger Gary Wyatt

One of the most underrated and under-utilised aspects of Knowledge Management is its ability to lead to innovative solutions for customers and frontline staff. Below is a real example of award winning innovation from early on in my career at WDS (See my KM origin story)

Breaking Knowledge Silos with Knowledge Management

Mar 21, 2023   |  By KMI Guest Blogger Ekta Sachania

Innovation is a buzzword for organizations striving to be the best in the highly competitive world today. How do we use the collective brains of an organization to innovate?

The Different Roles in a Knowledge Management Team

Mar 21, 2023   |  By KMI Guest Blogger Gary Wyatt

Whether implementing a new Knowledge Management initiative or maintaining Knowledge Management in BAU, customer service organisations need to consider the following roles for a Knowledge Team. 

All organisations are different, so the size and scale of the team may vary, and you may have individuals performing multiple roles simultaneously. 

Agent Brains are a Goldmine for Knowledge Management

Mar 17, 2023   |  By KMI Guest Blogger Gary Wyatt

After finishing one of my previous blogs on user engagement with customer facing staff, I couldn't help but reflect on how brilliant the brain of a call centre agent is. When a call comes into a contact centre and is received by a top-performing call centre agent, amazing things happen in the agent's brain.

6 Reasons why Knowledge Management Implementations Fail

Mar 10, 2023   |  By KMI Guest Blogger Gary Wyatt

So you've successfully launched a new Knowledge Management initiative; however, several years later, it is deemed a failure!
What happened?

Here are my top 6 reasons Knowledge Management initiatives fail,
the underlying causes, and the best way to mitigate them.

1 - Lack of Senior Management Engagement

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