Call Center Knowledge Management 
Course Description:
This course will cover the following topics:
- The Challenges of Managing Knowledge
- The Business Impact of Knowledge Management in Contact Centers
- Determine Your Knowledge Management Strategy
- The Desktop Information Requirements
- Creating liaisons with IT
- Knowledge Management Technology and It’s Integration
- Knowledge Management Vendors
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course
Module 1 The Challenges of Managing Knowledge
Module Objectives:
This module has the following learning objectives:
- The challenge contact center managers face
- The challenge agents face
- Improving the customer experience
- The business value of the contact center and knowledge management
| Faculty | Topic | Description |
| Catherine Gilmore | The Challenge Contact Center Managers Face | Catherine discusses what challenges managers face and how to cope with them. |
| J.R. Hardenburgh | The challenge agents face | JR discusses the challenges agents face and how to help them cope with these challenges |
| J.R. Hardenburgh | Knowledge Management and Improving the customer experience | JR goes over initiatives you can use to improve the customer experience |
| Catherine Gilmore | The Business Value of the Contact Center and Knowledge Management | Catherine discusses how to use your knowledge management to improve your business relationships |
Module 2 The Business Impact of Knowledge Management in Contact Centers
Module Objectives:
The Business Impact of Knowledge Management in Contact Centers with the following learning objectives:
- The voice of the customer
- Knowledge management’s impact to a company’s foundation
- World class contact centers and knowledge management
- ROI of knowledge management
| Faculty | Topic | Description |
| J.R. Hardenburgh | The Voice of the Customer | JR show how you can find the voice of the customer in you data |
| J.R. Hardenburgh | Knowledge Management’s Impact to a Company’s Foundation | JR show how you can use Knowledge management to move a company forward |
| J.R. Hardenburgh | World class contact centers: knowledge managements role | JR goes over how world class call centers use their knowledge management |
| J.R. Hardenburgh | ROI of knowledge management | ROI can be a big reason to manage your information. JR discusses why. |
Module 3 Determine Your Knowledge Management Strategy
Module Objectives:
Determine Your Knowledge Management Strategy to provide information with the following learning objectives:
- Three key components to knowledge management strategy
- Types of knowledge management systems
- The business requirements of knowledge management systems
- Change management: Increasing ROI of technology
| Faculty | Topic | Description |
| J.R. Hardenburgh | Three key components to knowledge management strategy | We will go over the key three components when developing a knowledge management strategy |
| J.R. Hardenburgh | Types of knowledge management systems | JR will discuss the different system you can use |
| J.R. Hardenburgh | The business requirements of knowledge management systems | JR cover the requirements of knowledge management systems |
| J.R. Hardenburgh | Change management: Increasing ROI of technology | J.R. Hardenburgh talks about Change management: Increasing ROI of technology. |
Module 4 The Desktop Information Requirements
Module Objectives:
The Desktop Information Requirements with the following learning objectives:
- Understanding what knowledge management is and is not
- Tacit and explicit knowledge
- Content management vs. knowledge management
- Types of information required
| Faculty | Topic | Description |
| J.R. Hardenburgh | Understanding what knowledge management is and is not | J.R. Hardenburgh discusses the understanding what knowledge management is and is not |
| J.R. Hardenburgh | Tacit and explicit knowledge | J.R. Hardenburgh discusses tacit and explicit knowledge. |
| J.R. Hardenburgh | Content management vs. knowledge management | J.R. Hardenburgh discusses about Content management vs. knowledge management |
| J.R. Hardenburgh | Types of information required | J.R. Hardenburgh talks about the types of information required. |
Module 5 Best Practices in Knowledge Management
Module Objectives:
Best Practices in Knowledge Management with the following learning objectives:
- Best Practices in Knowledge Management
| Faculty | Topic | Description |
| J.R. Hardenburgh | Best Practices in Knowledge Management | J.R. Hardenburgh talks about the Best Practices in Knowledge Management |
Module 6 Creating liaisons with IT
Module Objectives:
Creating liaisons with ITwith the following learning objectives:
- The knowledge management team
- Knowledge management governance team
| Faculty | Topic | Description |
| J.R. Hardenburgh | The knowledge management team | J.R. Hardenburgh talks about the knowledge management team |
| J.R. Hardenburgh | Knowledge management governance team | J.R. Hardenburgh talks about creating liaisons with IT with the objective of learning the Knowledge Management governance team. |
Module 7 Knowledge Management Technology and It’s Integration
Module Objectives:
Knowledge Management Technology and It’s Integration with the following learning objectives:
- Value proposition of the contact center
- Middleware
- KMS
- CTI
- Predictive dialers
- Blending
| Faculty | Topic | Description |
| J.R. Hardenburgh | Value proposition of the contact center | J.R. Hardenburgh talks about the Value proposition of the contact center. |
| Catherine Gilmore | Middleware | test |
| J.R. Hardenburgh | KMS | J.R. Hardenburgh talks about KMS. |
| J.R. Hardenburgh | CTI | J.R. Hardenburgh talks about CTI. |
| J.R. Hardenburgh | Predictive dialers | J.R. Hardenburgh talks about Predictive dialers. |
| Catherine Gilmore | Blending | Catherine talks about modern day blending in call centers |
