Course Outline
Course Agenda:
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
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
The Challenge Contact Center Managers Face
Faculty: Catherine Gilmore
Catherine discusses what challenges managers face and how to cope with them.
The challenge agents face
Faculty: J.R. Hardenburgh
JR discusses the challenges agents face and how to help them cope with these challenges
Knowledge Management and Improving the customer experience
Faculty: J.R. Hardenburgh
JR goes over initiatives you can use to improve the customer experience
The Business Value of the Contact Center and Knowledge Management
Faculty: Catherine Gilmore
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
The Voice of the Customer
Faculty: J.R. Hardenburgh
JR show how you can find the voice of the customer in you data
Knowledge Management’s Impact to a Company’s Foundation
Faculty: J.R. Hardenburgh
JR show how you can use Knowledge management to move a company forward
World class contact centers: knowledge managements role
Faculty: J.R. Hardenburgh
JR goes over how world class call centers use their knowledge management
ROI of knowledge management
Faculty: J.R. Hardenburgh
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
Three key components to knowledge management strategy
Faculty: J.R. Hardenburgh
We will go over the key three components when developing a knowledge management strategy
Types of knowledge management systems
Faculty: J.R. Hardenburgh
JR will discuss the different system you can use
The business requirements of knowledge management systems
Faculty: J.R. Hardenburgh
JR cover the requirements of knowledge management systems
Change management: Increasing ROI of technology
Faculty: J.R. Hardenburgh
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
Understanding what knowledge management is and is not
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses the understanding what knowledge management is and is not
Tacit and explicit knowledge
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses tacit and explicit knowledge.
Content management vs. knowledge management
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses about Content management vs. knowledge management
Types of information required
Faculty: J.R. Hardenburgh
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
Best Practices in Knowledge Management
Faculty: J.R. Hardenburgh
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
The knowledge management team
Faculty: J.R. Hardenburgh
J.R. Hardenburgh talks about the knowledge management team
Knowledge management governance team
Faculty: J.R. Hardenburgh
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
Value proposition of the contact center
Faculty: J.R. Hardenburgh
J.R. Hardenburgh talks about the Value proposition of the contact center.
Middleware
Faculty: Catherine Gilmore
test
KMS
Faculty: J.R. Hardenburgh
J.R. Hardenburgh talks about KMS.
CTI
Faculty: J.R. Hardenburgh
J.R. Hardenburgh talks about CTI.
Predictive dialers
Faculty: J.R. Hardenburgh
J.R. Hardenburgh talks about Predictive dialers.
Blending
Faculty: Catherine Gilmore
Catherine talks about modern day blending in call centers
