Knowledge Management Institute

April 2023

5 Pieces of Advice for Starting a KM Career in Customer Service

Apr 30, 2023   |  By KMI Guest Blogger Gary Wyatt

Most Knowledge Management professionals end up in Knowledge Management by accident, rather than a deliberate career choice, just like i did (Nokia 9210 a KM Origin Story)

How the Decay of Institutional Knowledge Affects the Growth of an Organization

Apr 23, 2023   |  By KMI Guest Blogger Ekta Sachania

In any organizational setting, new knowledge is generated every single day. What was a fact a few years ago is now considered outdated or irrelevant. The decay of knowledge not only affects us as individuals but affects organizations as a whole. Technologies change constantly leading to the decay of knowledge. It is crucial for organizations to have processes in place to capture, harvest, repurpose, and achieve knowledge to keep them relevant to the market, constantly innovate, to stay relevant and competitive.

8 Key Responsibilities of a Knowledge Manager in Customer Service

Apr 19, 2023   |  By KMI Guest Blogger Gary Wyatt

Customer Service organisations vary massively in size, geography, industries, products, and services; as such, the Knowledge Manager role can vary depending on those factors. However, some responsibilities of a Knowledge Manager are generic across these boundaries and below is my take on the main ones for a Knowledge Manager in Customer Service.

Maximize Community Experience through Group Dynamics led by a Team Charter

Apr 18, 2023   |  By KMI Guest Blogger Michael Sequeira

Introduction

Over 3 Decades and Knowledge Management has the Same Issues. Why?

Apr 04, 2023   |  By KMI Guest Blogger Gary Wyatt

I've often wondered after the 20+ years I have been working in Knowledge Management, why are the same KM issues still happening in customer service organisations?

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What's Coming Up

Knowledge Transfer Certification
Live Online July 16-17; click here...

Certified Knowledge Manager (CKM) - Europe
Live Online July 22-25; click here...

Certified Knowledge Manager (CKM) - N. America
Live Online July 22-26; click here...

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