An effective knowledge management strategy can transform both your organization’s customer experience and employee loyalty. The organization can also develop more innovative products and services and drive the kind of positive change that leads to great results. Working with KCS® (Knowledge-Centered Service) can make the difference between being just above average and greatness. KCS is a simple idea that creates profound benefits. The idea is that you should integrate the creation and maintenance of knowledge into the daily problem-solving process.
About Lena Stormvinge
Lena is an experienced Knowledge specialist, KCS Trainer, speaker and trainer at ComAround. She helps support organizations and service desks achieve success with Knowledge Management and cost effective solutions. Lena is the 15th certified KCS Trainer in the world , a certified Help Desk Institute Professional as well as a Griffith University graduate.
Entries by Lena Stormvinge
The definition of legacy data is that information stored in an old or obsolete format or computer system that is, therefore, difficult to access or process. In my opinion, this is not only the definition of legacy data, but also often current data. My recommendation is to start with understanding the need of your organization to find the best possible solution for you.
Whether you’re looking to implement self service for your customer, or assessing the quality of your current self-service solution, there are five key enablers that need to be in place in order to achieve a successful self-service solution. Learn what they are and how to use them!
Your organization has spent many hours researching, selecting, and launching a great new technology. A cloud based knowledge solution will revolutionize the way your organization brings company knowledge together. The challenge is making sure that your employees will adopt and work with the knowledge tool, versus continuing the habit of contacting the service desk first?
In the past companies suffered because employees were sitting on knowledge and not sharing it with their colleagues. The end result has been that employees were not working effectively since they have had trouble accessing critical organizational knowledge. Luckily, this trend is changing.
More and more companies move away from the traditional rating-based performance model in the organization. It makes sense to focus on goals instead of activities. You want your company (and employees) to grow and develop, and in order to do so, you need to focus on the right things. Measuring activities will give you an […]