Most Knowledge Management professionals end up in Knowledge Management by accident, rather than a deliberate career choice, just like i did (Nokia 9210 a KM Origin Story)
In any organizational setting, new knowledge is generated every single day. What was a fact a few years ago is now considered outdated or irrelevant. The decay of knowledge not only affects us as individuals but affects organizations as a whole. Technologies change constantly leading to the decay of knowledge. It is crucial for organizations to have processes in place to capture, harvest, repurpose, and achieve knowledge to keep them relevant to the market, constantly innovate, to stay relevant and competitive.
Customer Service organisations vary massively in size, geography, industries, products, and services; as such, the Knowledge Manager role can vary depending on those factors. However, some responsibilities of a Knowledge Manager are generic across these boundaries and below is my take on the main ones for a Knowledge Manager in Customer Service.
I've often wondered after the 20+ years I have been working in Knowledge Management, why are the same KM issues still happening in customer service organisations?