From the course: Customer Service: Knowledge Management
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Getting front-line managers on the KM team
From the course: Customer Service: Knowledge Management
Getting front-line managers on the KM team
- Think about what people do at work each day. Time is short. They have to focus and prioritize. So they focus on what's important to their direct manager. If the boss focuses on knowledge management, so will everyone else. To get line managers to focus on KCS, we need to make the what's-in-it-for-me message crystal clear, concrete, and compelling. I've learned three tactics for breaking through to them. First, take on their pain points. Spend time talking with managers in your organization. What makes their job difficult or just not fun? If your managers spend too much time dealing with turnover, show them how much easier onboarding is with a great knowledge base. If they're under fire for service levels, show them how knowledge speeds resolution and deflects contacts. If they're tired of dealing with frustrated employees, show them how KCS makes agents' jobs more interesting and fulfilling. Second, reduce their…
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