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As a project manager, you’re in charge of a lot of people and a lot of data. You’ve got to ensure that everyone on your team can gather the information they need as quickly as possible. It can be a complex task that used to be easier when everyone was in the office. The employees could walk over to an associate to ask questions and get a quick response.

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 What was a fact a few years ago is now considered outdated or irrelevant.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.

Introduction

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?

In my last blog on CX Strategy I spoke about designing an experiential KM system.  I touched upon aspects of Design Thinking to pay attention to customer feedback and reverse engineer the experience you want to deliver to your community of users.

One of the most underrated and under-utilised aspects of Knowledge Management is its ability to lead to innovative solutions for customers and frontline staff. Below is a real example of award winning innovation from early on in my career at WDS (See my KM origin story)

Innovation is a buzzword for organizations striving to be the best in the highly competitive world today. How do we use the collective brains of an organization to innovate?

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.