Coursera Plus Annual is 40% Off — Ends July 6.

Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

LinkedIn Learning

Customer Service: Knowledge Management

via LinkedIn Learning

Write review
Boot.dev Ad

Stuck in Tutorial Hell? Learn Backend Dev the Right Way

Learn More → Coursera Ad

AI, Data Science & Cloud Certificates from Google, IBM & Meta

Learn More →

Overview

AI, Data Science & Cloud Certificates from Google, IBM & Meta — 40% Off
One plan covers every Professional Certificate on Coursera. 40% off Coursera Plus Annual.
Unlock All Certificates
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

Reviews

4.7 rating at LinkedIn Learning based on 3174 ratings

Start your review of Customer Service: Knowledge Management

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Sign up for free
Someone learning on their laptop while sitting on the floor.