Tribal Knowledge
from Boston Knowledge Management Forum
This event has passed.
Thursday, August 21, 2008, 4:00pm - 6:00pm
This session will allow us the opportunity to discuss the challenges that are involved in finding "Customer Support Specialists" within the Contact Center that are the true Subject Matter Experts (SME). After the SME are found, how can we engage them to share their knowledge with the other Support Specialists within their company. We will also discuss why most SME are reluctant to share their information. If time permits, we can also talk about some of the Knowledge Management applications that are being used within enterprise contact centers.
John Swindlehurst is a Knowledge Management Consultant with Conscientia Consulting. John founded Conscientia in 2003 with the desire to assist clients with the administration of their Knowledge Management (KM) software applications and the principals of Knowledge Centered Support (KSC). The primary area of the practice is within contact center environments for Fortune 500 clients as well as midsize corporations.
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