Knowledge Management Institute

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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

Using Data To Find Knowledge Management Improvement Opportunities

Feb 28, 2023   |  By KMI Guest Blogger Amanda Winstead

Data’s impact on a company’s success is undeniable. Through it, you can learn how to serve customers and employees better, build professional partnerships, and create systems that fuel productivity.

A less-talked-about use of data is in knowledge management. If you’re unfamiliar, knowledge management is the act of collecting, sharing, and managing information and knowledge within a company and ensuring it’s accessible to everyone. 

You can use data to improve knowledge management within a project. But it starts with collecting the most valuable data for this purpose.

Knowledge Management and Resilience

Feb 26, 2023   |  By KMI Guest Blogger Stephanie Barnes

Resilience isn't something we normally talk about with knowledge management. We talk about document repositories, collaboration, artificial intelligence (AI), help desks and knowledge centered support, communities of practice, lessons learned and continuous learning, all kinds of things, really. But we don't often talk about resilience when it comes to knowledge management.

17 Ways to Engage Customer Facing Staff in Knowledge Management

Feb 21, 2023   |  By KMI Guest Blogger Gary Wyatt

One of the biggest challenges in Knowledge Management for customer service is to keep frontline staff engaged and using KM. Below are my top tips for continuously driving forward user engagement and adoption.

Using Knowledge Management To Improve Business Longevity

Feb 20, 2023   |  By KMI Guest Blogger Amanda Winstead

Helping your business survive for the long haul has never been easy. To survive, you have to navigate the endless volatility of the market, the persistent threats posed by your nearest competitors, and the ever-changing needs of your customers.

That’s a tall order in the best of circumstances. Today, however, the challenges business leaders face in ensuring their company survives and thrives are perhaps greater than ever before. The market is increasingly crowded and global economic conditions are fraught at best.


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