From the course: Customer Service: Knowledge Management
Creating a single source of truth
From the course: Customer Service: Knowledge Management
Creating a single source of truth
- What do you think is the most important asset of a service organization? Is it the technology they use? The business processes they've defined? No, it's knowledge. All knowledge is valuable, whether it's in your head, in a formal document, or scattered across multiple repositories. But when you bring the collective experience of the whole organization into a single source of truth, amazing things happen. You handle customer context more efficiently and consistently, you empower customers to help themselves through self-service, and you make it faster to onboard new colleagues. I'm going to show you how to get these benefits. You'll learn how to enable the people who answer customer questions to create and improve knowledge as they're helping customers. You'll see how to measure the business value delivered by knowledge management, and you'll be empowered with the specific steps you need to take to make your program successful, all based on a proven industry best practice evolved over 25 years by industry-leading organizations. I'm David Kay. Since 2002, my company has helped service organizations of all kinds build successful, sustainable knowledge management programs. So join me and learn how to do knowledge management the right way.
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