From the course: Customer Service: Knowledge Management

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Overcoming KM challenges

Overcoming KM challenges

From the course: Customer Service: Knowledge Management

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Overcoming KM challenges

- Every knowledge management program faces some headwinds which successful programs are able to sail through. You're not alone in dealing with these common challenges. Let me share some techniques for navigating through them. One challenge is that we're all so busy. Our work environment is a pressure cooker. We always have contacts in the queue, we have escalations, supervisors watch handle times. One of my clients calls this day-to-day pressure the tyranny of the urgent. The key approach to throwing off that tyranny is to help people rethink their jobs. Agents may believe they're in the business of answering the phone and closing tickets but if you step back just a little bit their job really is to help customers. Closing tickets is a great way to help customers but all three knowledge that can help many colleagues and many more customers is even better. If we're rethinking the job, we should rethink how we measure too.…

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