- 2023 dates: Sydney, 26 July | Brisbane, 2 July | Melbourne, 1 August | Adelaide, 3 August | Perth, 8 August
Abstract: 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.
Abstract: In my previous blog I outlined how important knowledge is to successfully deliver customer service, and how to overcome the challenges of creating a centralized, multichannel knowledge base. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live.