From the course: Customer Service: Knowledge Management
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Putting knowledge into practice
From the course: Customer Service: Knowledge Management
Putting knowledge into practice
- Now you know how to integrate knowledge into the customer service workflow, how to measure your people and the value they're creating, and how to lead this organizational change. Of course, none of this knowledge you've gained really matters unless you put it into practice. So, I invite you to take specific steps in your knowledge journey. If you don't yet have an executive sponsor, build out a strategic framework that explains how knowledge will support the organization's objectives, then run it past your potential sponsor and adjust it based on their reactions. Build your content standard so everyone knows what good articles look like. Work with IT partners to make sure your technology supports the solve loop, at least at the basic level letting people search for knowledge, reuse it, contribute to it, and improve it. With these first steps you're ready to build out a plan and a timeline to get to your first wave…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.