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Whether implementing a new Knowledge Management initiative or maintaining Knowledge Management in BAU, customer service organisations need to consider the following roles for a Knowledge Team. 

All organisations are different, so the size and scale of the team may vary, and you may have individuals performing multiple roles simultaneously. 

After finishing one of my previous blogs on user engagement with customer facing staff, I couldn't help but reflect on how brilliant the brain of a call centre agent is. When a call comes into a contact centre and is received by a top-performing call centre agent, amazing things happen in the agent's brain.

So you've successfully launched a new Knowledge Management initiative; however, several years later, it is deemed a failure!
What happened?

Here are my top 6 reasons Knowledge Management initiatives fail,
the underlying causes, and the best way to mitigate them.

1 - Lack of Senior Management Engagement

Data’s impact on a company’s success is undeniable. Through it, you can learn how to serve customers and employees better, build professional partnerships, and create systems that fuel productivity.

A less-talked-about use of data is in knowledge management. If you’re unfamiliar, knowledge management is the act of collecting, sharing, and managing information and knowledge within a company and ensuring it’s accessible to everyone. 

You can use data to improve knowledge management within a project. But it starts with collecting the most valuable data for this purpose.

Resilience isn't something we normally talk about with knowledge management. We talk about document repositories, collaboration, artificial intelligence (AI), help desks and knowledge centered support, communities of practice, lessons learned and continuous learning, all kinds of things, really. But we don't often talk about resilience when it comes to knowledge management.

One of the biggest challenges in Knowledge Management for customer service is to keep frontline staff engaged and using KM. Below are my top tips for continuously driving forward user engagement and adoption.

Helping your business survive for the long haul has never been easy. To survive, you have to navigate the endless volatility of the market, the persistent threats posed by your nearest competitors, and the ever-changing needs of your customers.

That’s a tall order in the best of circumstances. Today, however, the challenges business leaders face in ensuring their company survives and thrives are perhaps greater than ever before. The market is increasingly crowded and global economic conditions are fraught at best.

Knowledge management (KM) is all about using the best tools and resources to organize and make the best use of company knowledge. It only makes sense to utilize it to improve internal communications and ensure everyone is on the same page. When you’re able to streamline communication efforts between everyone in your business, you’ll see an increase in productivity and a boost in company culture.

For years, it has been proven that Storytelling helps audiences connect with a Brand. Storytelling has helped products connect with diverse audiences by enabling them to emotionally connect and become loyalists. Leaders have used Business Storytelling to Humanize a Business and increase profits, which in turn helps establish the values and messaging, creating a sustainable business model. Now, how can Knowledge Management learn from Business Storytelling and if we are already using it effectively, do we identify with some of its elements?  Let’s find out.