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Home Monthly archive March 2023

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.

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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)

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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?

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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. 

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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.

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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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