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1. Home/
2. Knowledge Management for Dummies
KNOWLEDGE MANAGEMENT FOR DUMMIES
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Per Gartner, knowledge management (KM) is the #1 technology that can
simultaneously elevate the customer experience (CX), employee experience (EX),
and operational performance all at once. Yet, KM means different things to
different people and often creates confusion.
The first and only publication of its kind, this booklet defines and demystifies
KM. It also discusses how to select solution partners and succeed in KM
initiatives. The use-case is focused mainly on the customer service space, a
sweet spot for knowledge-powered value creation. The lessons, however, are
applicable to business functions outside the contact center, too. The booklet is
also chock full of real-world success stories and best-practice tips for
success.
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