YoVDO

Customer Service: Knowledge Management

Offered By: LinkedIn Learning

Tags

Knowledge Management Courses Customer Service Courses Customer Experience Courses Information Management Courses

Course Description

Overview

Deliver better customer experiences by learning how to keep your organization’s knowledge base up to date with easy-to-find, useful information.

Syllabus

Introduction
  • Creating a single source of truth
1. Why Knowledge Matters
  • What is knowledge management (KM)?
  • What problems does KM solve?
  • Overcoming KM challenges
  • A KM self-assessment
2. Knowledge-Centered Service (KCS)
  • Capture, reuse, and improve
  • Agents and the Solve Loop
  • Organizations and the Evolve Loop
  • Maintaining knowledge quality
  • Knowledge management technology
3. Measuring Knowledge Management
  • Understanding activities and outcomes
  • Measuring program health
  • Measuring individuals and teams
  • Proving business value
4. Leading Change
  • Executive sponsorship and program leadership
  • Getting front-line managers on the KM team
  • Leveraging peer coaching
  • Sustaining your KM program
Conclusion
  • Putting knowledge into practice

Taught by

David Kay

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