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LinkedIn Learning

Customer Service: Knowledge Management

via LinkedIn Learning

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Overview

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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 3181 ratings

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