Bartending and the Art of Digital Hospitality We exist in a digital information age where the concept of hospitality has taken on a new form. Just as a skilled bartender anticipates and fulfills the needs of their patrons, knowledge management professionals are now embracing the role of digital hosts, providing exceptional service in the virtual…
Knowledge Management: The Unsung Hero of Customer Service As we celebrate Customer Service Week* and honor the hardworking frontline representatives, it’s essential to also recognize the often-overlooked teams behind the scenes who share the same service mindset and goals within organizations. One such team is knowledge management, which plays a crucial role in delivering exceptional…
A Knowledge Manager Elevator Pitch As a Knowledge Manager, it can be challenging to explain our role to others. But, we know that knowledge retention is the key to organizational and company success. So, who better to wield that power than the knowledge manager, the alchemist of the information age? The Pitch “We are artists…
KCS By Any Other Name… is Still Just Good KM Knowledge management (KM) is an essential aspect of any organization, regardless of whether it strictly adheres to the framework of Knowledge-Centered Services (KCS) or not. The ultimate goal of good KM practices is to ensure that content is healthy, well-organized, governed properly, and that appropriate…
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