Customer Service: Knowledge Management

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David Kay

54:37

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01 Introduction

001 Creating a single source of truth.mp4

01:23

02 Why Knowledge Matters

001 What is knowledge management (KM) .mp4

03:42

002 What problems does KM solve .mp4

02:29

003 Overcoming KM challenges.mp4

03:06

004 A KM self-assessment.mp4

01:33

03 Knowledge-Centered Service (KCS)

001 Capture reuse and improve.mp4

03:27

002 Agents and the Solve Loop.mp4

03:25

003 Organizations and the Evolve Loop.mp4

02:45

004 Maintaining knowledge quality.mp4

03:41

005 Knowledge management technology.mp4

02:55

04 Measuring Knowledge Management

001 Understanding activities and outcomes.mp4

02:28

002 Measuring program health.mp4

02:55

003 Measuring individuals and teams.mp4

03:18

004 Proving business value.mp4

03:27

05 Leading Change

001 Executive sponsorship and program leadership.mp4

03:18

002 Getting front-line managers on the KM team.mp4

02:43

003 Leveraging peer coaching.mp4

02:59

004 Sustaining your KM program.mp4

03:24

06 Conclusion

001 Putting knowledge into practice.mp4

01:39

Description

Every service organization needs a knowledge base (KB) to shorten resolution time, reduce customer effort, and drive self-service. In this course, instructor David Kay shows you how to keep yours up to date with easily findable and usable information. David explains what knowledge management (KM) is and what problems it can solve within service organizations. He helps you assess the current state of your knowledge programs, so you can focus on where to improve. David introduces knowledge-centered service (KCS®), an agile approach that captures, structures, and reuses knowledge in the service delivery workflow. Knowledge becomes part of everyone's job, rather than extra work. David discusses how to ensure knowledge quality and measure your program’s health and business benefits. He offers specific techniques for driving change and putting KCS into practice.

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Customer Service

David Kay

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Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.