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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