By: The CPI Team On: October 21, 2014 In: Contact Center Comments: 0

I just finished a rather large internal knowledge management (KM) project and realize that many of you may be going through the same process in your contact center. I followed a simple, yet powerful roadmap that I unexpectedly learned from my physical therapist and thought it may help you in your knowledge management project.

Here are the 3 lessons learned and how each one can be applied to your knowledge management initiative.

 1. Set Goals

For a KM project this applies quite nicely. Outlining clear but flexible goals is the starting point, you must know where you want to go. In our case we are striving for a streamlined, well defined process where both the customer need is clearly understood and the sales team is empowered to satisfy our customer’s needs. Flexible goals, because goals can change as more knowledge is uncovered.

  • Clarify internally the outcome you are trying to achieve with your KM project
  • Gain a complete understanding of all stakeholders impacted by the process
  • Increase customer satisfaction and drive additional revenue


2. Think: Small Steps

In physical therapy some of the exercises she first gave me to do were almost imperceptible to the eye. Simply a small movement of the neck or a slight shoulder shrug. These small steps lead to even more small steps. Altogether leading to big change.

  • Interview internal stakeholders to get a picture of the various views (accounting, technical and sales)
  • Interview customers to get a feel for what they like and don’t like about the process and gain a clear understanding of how they view the process
  • Compile findings and present them internally
  • Make decisions based on the findings


3. Perfect Practice

A teacher once told me that it’s not practice that makes perfect! Oh no, she said, only “Perfect practice makes perfect”. How does this apply to KM?  Perfection in a changing industry seems rather illusive. However, it is the steps that we need to perfect. Remember, the small mundane ones? When the little things (compiling data, sorting results, spreadsheets and PowerPoints) don’t seem to be making a difference, keep on going. The end result will be worth it.

  • Publish the final results of the KM project to your internal/external knowledge base
  • Follow up with the management team to make sure the changes have been communicated and will be followed
  • Set a reminder to review the project in a set period of time (knowledge does have a shelf life)

In the end it is about building a better relationship with our customers. By setting knowledge management goals, you begin to see the bigger picture. This can be daunting, so break them down into smaller steps, and then practice the steps perfectly. Even if you have to do the work over and over, the changes will come.

Do you have a knowledge management question? If so, drop us a line and let us know how we can help.