Blog Archives

The Importance of Agility During The Great Resignation (Part II: Attracting Talent)

Introduction In Part I we discussed how to leverage Agile values to retain employees during the Great Resignation. Now let’s talk about turning the Great Resignation into an advantage. With 44% of the workforce looking for new opportunities, this is … Continue reading

Where Should KM Leadership and Governance Belong in an Organization?

Whenever an organization invests in Knowledge Management (KM) solutions, whether it’s a new technology, process, or program, the question of who should have ownership and governance over these new tools and ways of working almost always arises. This KM function, … Continue reading

The Benefits of KM for Contact Centers and Help Desks

In 1997, my parents graduated from college and began their professional careers at Charles Schwab, working in financial services as investment consultants. Though they had little experience, within two years, my parents were at the top of their department and … Continue reading

Knowledge Capture and Transfer Series – Part 3: Capturing Explicit Knowledge

Even though explicit knowledge refers to knowledge that has already been captured and documented somewhere in the organization, this doesn’t mean that all organizations capture their explicit knowledge in locations or formats that are easy to use. Indeed, a lot … Continue reading