Is it possible that knowledge could actually be bad for your organization? It might sound counterintuitive, but the answer is […]
The Crucial Role of Knowledge Management and KCS: Turning Chaos into Clarity Read Post »
Implementing Knowledge-Centered Service (KCS) within an organization is no small feat. As a knowledge manager with extensive experience in rolling
Have you ever wondered what lies at the core of exceptional customer support? Why do some companies excel in meeting customer needs while others falter? What if the key to this success isn’t just in deflecting inquiries, but in something far deeper and more valuable?
Knowledge Management in Customer Support: More Than Just Deflection Read Post »
In summary, this decade-old video provides valuable insights into the importance of capturing and reusing knowledge to improve customer satisfaction and support efficiency. Revisiting it was like rediscovering a gem from the past, and its lessons are as relevant now as they were then.
What Do Happiness and Knowledge Management Have in Common? Read Post »
Explore the vital role of effective knowledge management in various work environments and learn how structured and intuitive approaches can drive success.
Effective Knowledge Management: Lessons from Diverse Work Environments Read Post »
Discover how to transition from a customer support agent to a knowledge manager or content strategist, leveraging your experience and enhancing your skills to meet the growing demand in the AI-driven future of customer support.
From Customer Support Agent to Knowledge Manager or Content Strategist Read Post »
Community Engagement Agent Perspective
My Journey with KCS: The Community Engagement Agent Perspective Read Post »
Knowledge-Centered Service (KCS) from the perspective of a KCS Implementation Specialist, focusing on communication, strategizing, and change management.
My Journey with KCS: The KCS Implementation Specialist Perspective Read Post »
Explore how Knowledge-Centered Service (KCS) enhances the role of a Knowledge Manager through SEO techniques, optimizing usability, managing translations, and aligning with best practices for user experience.
My Journey with KCS: The Knowledge Manager Perspective. Read Post »
Discover how Knowledge-Centered Service (KCS) transforms the role of a support agent by shifting responsibilities, empowering agents, and improving efficiency.
My Journey with KCS: The Support Agent Perspective. Read Post »